Customer Service Associate, Parts Orders

Customer Service Associate, Parts Orders - The Toro Company

Who Are We?

With roots dating back to 1914, The Toro Company was built on a tradition of quality and caring relationships. Today, the company is a leading worldwide provider of innovative solutions for the outdoor environment including turf and landscape maintenance, snow and ice management, underground utility construction, rental and specialty construction, and irrigation and outdoor lighting solutions. Through a strong network of professional distributors, dealers, rental stores and retailers in more than 125 countries, we proudly offer a wide range of products across a family of global brands to help golf courses, professional contractors, underground construction professionals, groundskeepers, agricultural growers, rental companies, government and educational institutions, and homeowners - in addition to many leading sports venues and historic sites around the world.

Your Opportunity:

The CSA-Parts Orders will provide frontline customer service and support for internal and external customers through order entry, order maintenance, order inquiries, and related problem research and resolution. The role provides technical assistance and providing information regarding part identification, availability and pricing with the use of various software and documented procedures. CSA's demonstrate high standards of professional conduct with all internal and external customers;

and is responsible for managing other critical assigned tasks that impact and support the daily operation of the Parts department as well as other related areas within the organization.

Sponsorship:

* Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa, regardless of expiration date, now or in the future.

Work Location:

* This opportunity is based out of Bloomington, MN international headquarters.

* The current team works 5-days on-site; however will consider a hybrid schedule of 3 days on campus, 2 optional remote days from a home office.

What Will You Do?

Key Responsibilities:

In order to grow and build a successful career with The Toro Company, you will be responsible for:

* 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 Sales Force software.

Job Title:

The job title will be based on academic and prior years of experience.

* 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.

What Do You Need?

To be considered for this role, an individual should meet the following minimal requirements:

* 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 mutli-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…