Associate, Customer Support-CAN

Canada | Toronto, Canada
Job ID: 32263

Job Description

Position at Ingram Micro Cloud

 

JOB DESCRIPTION

 

Customer Relations Specialist

Toronto, Ontario

 

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?

 

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.

 

Ingram Micro is seeking a Customer Relations Specialist focused on enhancing the level of customer satisfaction, and ensuring our products and services have met the customer expectations. The Customer Relationship Management (CRM) team oversees the work of all the customer-facing departments to make sure we are all in sync with customer centric approach our company is aiming for. This includes; Reputation Management, Customer Retention, and trends in Churn Rates. You must be a customer-first thinker, articulate in your written and verbal communication, and a resourceful self-starter ready to make an impact. The Customer Relations Specialist will report to the CRM Manager.

 

Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy.

 

Responsibilities: 

 

  • Customer retention
  • Actively resolve customer complaints and tending to their inquiries via email and phone
  • Oversee and review the cancellations of all products and services
  • Generate reports, analyze trends, and project data
  • Liaison to other departments for all customer notifications including service interruptions, product changes, and all service maintenances.
  • Contributes to reducing customer churn through escalation
  •  

 Requirements:

 

  • 2-3 years’ experience in Customer Service
  • Passionate advocate for customer needs and opportunities
  • Exceptional written and verbal communication skills
  • Continuously learning and adapting approach to maximize results
  • Self-motivated and ability to set own direction
  • Listens to and acts on feedback from customers and management accordingly

 

Success Measures:

 

  • Knowledge of the Cloud business is an asset
  • Knowledge of Microsoft Office products (Word, Excel, PowerPoint, etc.)
  • Strong problem-solving skills
  • Performs well with time-sensitive processes and projects
  • Diplomacy
  • Well-Organized 

 

*Ingram Micro is committed to hiring and promoting the most qualified applicants for available positions. To achieve this goal, the Company, where permitted by law, will conduct background investigations on all candidates considered for this opening*

 

 

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