Customer Service Associate - The Toro Company

Who Are We?

The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world class equipment to help maintain the environment that we love, while putting an emphasis on giving back to the communities that surround us. From residential lawns and gardens, to venues such as St. Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in. With 100 years of operation under our belt and an average employee tenure of 15 years, come find out what makes The Toro Company the best place in the Twin Cities to build a career.

The CSA 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.

What Will You Do?

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.
• Responsible for creating and maintaining process documentation. Utilizes Project Management tools as necessary.
• Participates in departmental and divisional projects as assigned.
• Effectively organizes, assembles and arranges resources for optimum efficiency.
• Demonstrate and continue to develop through training, team involvement, and interaction with other departments, the skills needed to maintain the highest standards of professional excellence
• 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.

What Do You Need?

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

• High school education or GED required; college education preferred
• 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.
• Mechanical experience and/or proficiency in reading drawings and schematics a plus
• SAP experience a plus
• 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
• Ability to make a valuable contribution to team objectives
• Must be punctual and demonstrate reliable attendance to support the team and customers
• 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

What Can We Give You?

At The Toro Company, we are always working to make sure our employees know just how valued they are. In addition to a competitive salary, an affordable and top tier medical/dental/vision plan, 401k, and many other great benefits - The Toro company offers employees at our Bloomington, MN HQ location a variety of perks, including:

Dress for your day - We know you're more productive when you're comfortable, which is why TTC employees are encouraged to take advantage of our casual, corporate environment.

Location - Conveniently located near both St. Paul and Minneapolis, we are centrally located for most commuters!

Food - Take advantage of our onsite cafe, which serves both breakfast and lunch. With a Caribou Coffee attached, you can grab a snack and a coffee at any time during your day.

Wellness - The Toro Company's HQ offers complimentary use of our onsite fitness facility to employees. In addition to physical wellbeing, TTC offers a variety of mental health and financial health resources to all employees.

Volunteerism - The Toro Company is proud to provide employees 20 hours of paid time to volunteer in the community.

Summer Hours - Enjoy a rotational flexible schedule during the summer! By working a little more during the first few days of the week, TTC employees at our Bloomington HQ are able to start their weekends early and leave by noon on Friday. This team rotates covering Friday afternoons.

Flexible Work Arrangements - This team is currently implementing a hybrid work schedule - after a training period this role can work from home one day per week. #LI-Onsite #LI-Hybrid

Competitive Salary - The pay range takes into account skills, experience, education, and location. Cash compensation is one piece of our competitive total rewards package. If you need to, you can access your pay early with the Even app.

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.