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Associate II, Customer Support

Ingram Micro

Ingram Micro

Associate II, Customer Support

Scottsdale, AZ +1 location
Full Time
Paid
  • Responsibilities

    DESCRIPTION

    Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world's largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

    POSITION SUMMARY:

    Takes initial customer calls/emails and answers general questions regarding company products and services. When applicable, refers callers to appropriate resources including inbound sales, billing, technical support, etc. Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc. Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation. Documents customer concerns and forwards complaint trends to appropriate departments.

    WHAT YOU BRING TO THE ROLE:

    The Customer Service Engagement Representative is a motivated and intuitive individual contributor. You are responsible for investigating customers inquiries regarding product returns, order status and delivery/shipment issues under moderate supervision. Primarily you will perform data entry and problem-solving functions to resolve complex issues with the customer, vendor and internal customers to help deliver an excellent customer experience. You verify the accuracy of the request and complete the transaction accordingly. You maintain records associated with each transaction. The challenges you face are typically routine but may at times require interpretation or deviation from standard procedures. You must troubleshoot issues, and when necessary, escalate advanced issues to an appropriate team member.

    A successful Customer Service Engagement Representative is detail oriented, resourceful, responsive, accountable and organized. You act as a liaison with internal and external customers and partner with other areas to improve processes. You must address returns with speed and accuracy to meet required service level agreements (SLAs). You will own resolution of the issue. Your ability to effectively handle and quickly resolve customer issues (verbal and written) is critical to your success. You will perform transactional functions to support vendors, customers (internal and external), and carrier requests. Your ability to effectively resolve issues with accuracy, tact and speed will set you apart in this role.

  • Qualifications

    High School Diploma or equivalent, 2 year degree preferred. 1 to 2 years of functional experience. Applies acquired job skills and company policies and procedures to complete assigned tasks. *This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties. Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. Share: mail

  • Industry
    Information Technology and Services
  • Locations
    Scottsdale, AZ
  • About Us

    It’s no surprise that technology powers the planet. And what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population.

    By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

    What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

    Let’s shape tomorrow.