Customer Service Specialist - American Augers
Company: The Toro Company
Location: West Salem
Posted on: April 28, 2024
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Job Description:
Who Are We?
American Augers, located in West Salem, Ohio is a division of The
Toro Company. American Augers builds the largest horizontal
directional drills in the industry, and a full range of auger
boring machines. With the rugged user in mind, American Augers rigs
are built to last and backed by 24-hour worldwide support.
The Customer Service Specialist will provide all American Augers
and Trencor customers (end users, dealers, distributors, and
agents) with timely answers to elevated service part related
inquiries/issues. Customer concerns are varied, complex, and
non-routine ranging from part number identification, sales order
entry, and order expediting, to resolving complex part fit-up
problems and "unit down" backorder situations. Position serves an
important role in fielding and resolving concerns from all internal
and external customer groups on issues such as pricing, backorders,
order exceptions, and dealer/distributor performance.
Work location:
This opportunity is on-site at the West Salem, Ohio location.
Remote/Hybrid is not available for this opportunity at this
time.
What Will You Do?
In order to grow and build a successful career with The Toro
Company, you will be responsible for:
Research and resolve all parts-related issues for AAT customers
including dealers, distributors, end users, and agents. Research
and reply to customer inquiries regarding parts, providing accurate
and thorough information and support.
Assist with the resolution of disputed shipping claims, debits,
credits and return goods authorizations by working with
customer(s), accounting, distribution center(s), shipper and any
other involved parties to investigate, rectify, and resolve
issues.
Develop and maintain positive relationships with assigned customers
by: accepting and resolving accelerated front-line issues within
established timeframes; Acting as the liaison between customers,
other business areas, and third party suppliers to resolve issues;
and Maintaining regular phone and email contact with assigned
customers.
Utilize SAP to plan and allocate orders and coordinate shipping
with distribution centers and third party suppliers. Manage SAP
Part Notes; includes creation and updates. Responsible for advanced
product knowledge for legacy and new equipment.
Act as a liaison with other business functions (e.g, Technical
Service, Engineering, Purchasing, Production Control, Marketing,
Training) and as an advocate for customers in researching and
resolving complex parts issues.
Customer Service Reps should make an effort to build a responsive,
knowledgeable, and customer oriented department. This is
accomplished by acquiring training, education, and information
pertaining to AAT products and attend team training sessions with
appropriate product experts.
What Do You Need?
To be considered for this role, an individual should meet the
following minimal requirements:
High school diploma or equivalent required, advanced degree
preferred.
Minimum of two (2) years progressive experience in an order
processing and technical customer service environment. Mechanical
aptitude preferred. Demonstrated positive work record, including
indications of strong self-motivation, high productivity, reliable
attendance, attention to quality, ability to learn new skills, and
a cordial, cooperative personality.
Demonstrated excellent skills in organizing and prioritizing work
in a rapidly changing environment.
Excellent communication skills, in person, by telephone, and in
writing. This includes presenting a professional, friendly,
helpful, self-confident image, along with a good command of word
usage, spelling, and grammar. Clear and concise communication
skills, both verbal and written, critical thinking skills, and must
possess the ability to cross-train in other tasks. Must be tactful,
professional, and detail oriented.
Demonstrate keyboarding skills, including accuracy and speed.
Strong data entry and system navigation skills. Proficiency in SAP,
Windows and Microsoft Office required.
What Can We Give You?
At American Augers 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 - American Augers offers employees at our
West Salem, OH location a variety of perks, including:
Dress for your day - We know you're more productive when you're
comfortable, which is why employees are encouraged to take
advantage of our casual, office-plant blended environment.
Wellness - In addition to physical wellbeing, TTC offers a variety
of mental health, financial health, and other types of resources to
every full-time employee.
Volunteerism - The Toro Company is proud to provide employees 20
hours of paid time to volunteer in the community.
Growth Opportunities - TTC prides itself on giving our employees
the chance to grow their careers. Tuition reimbursement,
opportunities to move into new areas of interest, and promotion
opportunities are a few examples.
Competitive Salary - Cash compensation is one piece of our
competitive total rewards package. Salary will be determined by
experience and qualifications. If you need to, you can access your
pay early with the One@Work 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.
#LI - Onsite
#OFCE
Keywords: The Toro Company, Cleveland Heights , Customer Service Specialist - American Augers, Hospitality & Tourism , West Salem, Ohio
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