Customer Service Specialist - American Augers

The Toro Company•West Salem, OH

20d•Onsite

About The Position

American Augers, a division of The Toro Company located in West Salem, Ohio, is seeking a Customer Service Specialist. This role is responsible for providing timely answers to elevated service part related inquiries and issues for all American Augers customers, including end users, dealers, distributors, and agents. The position handles a variety of complex and non-routine customer concerns, such as part number identification, sales order entry, order expediting, resolving complex part fit-up problems, and managing "unit down" backorder situations. The Customer Service Specialist also addresses issues related to pricing, backorders, order exceptions, and dealer/distributor performance, acting as a key liaison between customers and internal departments.

Requirements

High school diploma or equivalent required.
Minimum of two (2) years progressive experience in an order processing and technical customer service environment.
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.
Clear and concise communication skills, both verbal and written.
Critical thinking skills.
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.

Nice To Haves

Advanced degree preferred.
Mechanical aptitude preferred.

Responsibilities

Research and resolve all parts-related issues for American Augers 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 relevant parties to investigate and rectify issues.
Develop and maintain positive relationships with assigned customers by resolving accelerated front-line issues within established timeframes.
Act as the liaison between customers, other business areas, and third-party suppliers to resolve issues.
Maintain 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, including 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 advocate for customers in resolving complex parts issues.
Acquire training, education, and information pertaining to American Augers products and attend team training sessions.