Ingram Micro Sr Support Rep or Support Rep II in Williamsville, New York
Sr Support Rep or Support Rep II
Ingram Micro helps businesses fully realize the promise of technology.TM No other company delivers the full spectrum of global technology and supply chain services to businesses around the world. Ingram Micro’s global infrastructure and deep expertise in technology solutions, supply chain, cloud and mobility enable its business partners to operate efficiently and successfully in the markets they serve. Combined with distinct market insights and the trust and dependability generated from decades of strong partner relationships, Ingram Micro stands apart as the global technology services provider for the future.
Responsibilities: The Sr. Support Representative is a transactional expert and is responsible for processing highly complex customer transactions and/or updating, correcting, or altering transactions as needed. Performs transactional functions and order entry duties in response to information received via fax, verbal, or electronic transmission (web, EDI, email, etc.). Reviews and verifies the accuracy of the request and transaction and completes the transaction accordingly. Maintains records associated with the transaction and prepares related reports as needed. Handles customer inquiries and resolves highly complex support issues with the customer, vendor and associate team members to help deliver an outstanding customer experience. Coordinates and assists with inquiries regarding order status, deliver/shipment status, inventory/product availability, pricing/quotes, and other related questions. Resolves highly complex transactional issues and is able to navigate through the various support functions and tools throughout Ingram Micro. Researches and provides requested information in a professional and timely fashion. Evaluates transactional processes and recommends and implements improvements to processes that will improve the customer experience, internal processes, and SLAs. Works as a lead to manage and coordinate large or complex sales opportunities that require multiple team members’ efforts and also provides training, coaching and mentoring support to other Support Associates. Requirements: High school diploma (or equivalent) and minimum of five years previous sales/customer service experience (preferably in a related industry) or 4 years’ experience with Ingram Micro in a sales/customer service capacity. OR a Bachelor’s degree and a minimum of two years previous sales/customer service experience (preferably in a related industry) or 1 year experience with Ingram Micro in a sales/customer service capacity. Skills: Knowledge of professional, effective telephone techniques and customer care. Basic technical and product knowledge. Moderate to advanced understanding of Ingram Micro programs and services is desirable. Skilled in personal computing. Moderate knowledge of Excel and Word required. Excellent communication skills: written and verbal required. Strong organizational skills and problem solving agility also required. Previous ERP system experience desired. Ability to work as a team member, handle large quantities of information while maintaining a high level of accuracy, multi-tasking, respond to rapid change, perform duties with accuracy and with a strong degree of urgency, prioritize and perform work with limited supervision.
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.
Williamsville, New York, United States