Customer Service Associate, Parts Orders - 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-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.

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.
• 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.

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 documentatio