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The Toro Company · 2 days ago

Customer Service Associate, Parts Orders - The Toro Company

Bloomington, MN

Full-time

Hybrid

Entry, Mid Level

$18.39/hr - $24.50/hr

2+ years exp

The Toro Company is a leading provider of innovative solutions for the outdoor environment. The Customer Service Associate will provide frontline support for internal and external customers through order entry, inquiries, and problem resolution, ensuring customer satisfaction and managing departmental tasks.

CommercialIndustrial ManufacturingMachinery Manufacturing

Work & Life Balance

No H1B

Responsibilities

Handle incoming calls and other communications. Provide accurate information and support to dealers, distributors, mass retailers, consumers and other departments regarding, order status, order inquiries and changes, order tracking, shipment issues, and policy questions

Responsible for handling incoming orders, logging 100% of contacts in the Salesforce CRM system, and processing returns and credits

Provide technical frontline support to dealers, distributors, mass retailers, consumers, third-party providers and other departments regarding part identification, pricing, part availability, part research, and internal part issues

Assist in determining product and interchangeability requirements

Make sound decisions to resolve any issues and/or problems related to phone calls, emails, faxes and electronic orders by utilizing available resources such as internal and external personnel, software programs, documented procedures, and all reference materials to ensure customer satisfaction

Provide daily departmental support by managing the following: divisional marketing programs, distributor/dealer account maintenance, system order exceptions monitoring and resolution, order expediting, claims and part return processing, electronic order administration (EDI, EDN, OMS), inventory allocation checks, cross referenced parts maintenance, and multiple reporting functions. (Excel, Access, SAP, DPE). Analyzes and adjusts work procedures for maximum efficiency

Additional duties and projects as assigned; most commonly assigned include dealer closeouts, online store administration, Toro employee parts sales, Engineering and in-house orders, and third-party escalated case handling utilizing SalesForce software

Qualification

Customer service experienceSalesforce CRMSAP softwareMicrosoft OfficeMulti-taskingProcedure documentationMechanical aptitudeCommunicationConflict resolutionAdaptability

Required

High school education or GED required

Strong data entry and system navigation skills required, with proficiency in Microsoft Office programs

Excellent written and verbal communication skills to effectively and diplomatically interact with and manage customer needs via phone, email and face to face (internal and external). Tactful in conflict resolution situations

Ability to manage large workload utilizing multi-tasking, prioritization and organizing skills

Must be able to work effectively in high pressure situations in a fast paced environment

Must be punctual and demonstrate reliable attendance to support the team and customers

Ability to make a valuable contribution to team objectives

Aptitude to learn rapidly and adapt quickly to changing situations

Ability to cross train in a variety of duties and develop and maintain procedure documentation

Level I: Minimum of 2 years customer service experience

Level II: Minimum of 3 years customer service experience plus mechanical aptitude and ability to handle large work loads