Channel Support Representative - The Toro Company

Channel Support Representative

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.

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 a healthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career.

The Channel Support Representative will manage the fast paced, channel onboarding and offboarding experience and ensuring it is a smooth transition. The position drives, manages and improves the dealer administration process, including the post-sale service customer experience aligning with divisional policy, compliance and corrective action.

Work Location: This opportunity is based out of Bloomington, MN international headquarters. Candidates should prepare for an onsite weekly schedule.

What Will You Do?

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

• Manage the administration workflow and serve as the main point of contact for onboarding and offboarding dealers; including listings, updates, locator, and dealer management systems.
• Provide support for dealer administration process improvement to modernize, digitize, and automate onboarding, offboarding, and service performance tracking. Leverage Salesforce technologies like chatbot, chat live agent, self-serve, and outsourced contact center to improve the customer experience.
• Track and manage appropriate data for Customer Satisfaction scores and voice of customer feedback to improve system and workflow processes, channel development, and service ratings. Track and monitor the closed-loop case management process for dealer service, compliance, and system-to-system integration complaints through digital tools.
• Monitor metrics of our dealer channel service level agreements (SLA) for PSCX improvement while aligning and collaborating with the sales team on channel performance and corrective action plans.
• Instruct Post Sale Service and Support (PSCX), Customer Lifetime Value (CLV), and channel personnel on service policies and procedures as needed to ensure comprehension and compliance, providing feedback and recommendations to management on opportunities for improvement.
• Provide coaching, training, and support for the contact center in handling of level 1 requests. Manage level 1 escalations. Provide administrative support for Residential Landscape Contractor (RLC) Customer Care Leadership; including meeting scheduling, office supplies, and other miscellaneous activities. Support and manage data governance of RLC channel partners across internal systems

What Do You Need?

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

• Bachelor's degree required, plus 1-3+ years of CRM and data management experience required.
• Salesforce and demonstrated experience with utilizing AI platforms preferred.
• Self-directed, critical thinking skills and the ability to manage difficult situations, influence behaviors, and strong negotiation skills.
• Strong organizational skills, detail-oriented with an emphasis on data integrity. Demonstrated strong verbal, written, presentation, and communication skills. Strong Microsoft Office Skills and strong knowledge of Excel, process flow mapping (Visio), dashboards, and online forms.
• Experience with working with channel partners and/or vendors. Retail/Consumer goods experience preferred.
• Multi-lingual capability (especially French-Canadian and Spanish) is a plus but not required.

Job Dimensions:

• Collaborate with Sales (internal/external) to create a frictionless digital channel engagement.
• Work with internal teams to create automation within the business that includes, Salesforce Administration and IS.
• Work in collaboration with the Salesforce administrator to improve self-help tools for the channel.
• Partner with service channel providers to create clear processes and simplified communications.
• Oversee and ensure the accuracy of accounts and contact information within Toro systems.
• Align divisional growth objectives to drive process improvements.

Other Job-Related Components:

• Domestic travel is required up to 0-10% percent of the time, for trade shows or other support.

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 caf, 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.
• Competitive Salary The pay range takes into account skills, experience, education, and location. It is not common to be hired at or near the top of the range; compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the annual pay range is between $52,000 - $65,000. Cash compensation is one piece of our competitive total rewards package. You may be eligible to participate in an incentive program, which rewards employees based on individual and organizational performance. Eligibility and award amounts are determined by company policy and performance metrics. If you need to, you can access your pay early with the dailypay app.

At The Toro Company, we are committed to fostering a secure and trustworthy recruitment experience for our applicants. Recruitment fraud is a growing concern for job seekers, so please be aware that throughout our recruitment process, you'll never be required to pay any fees or disclose personal financial details when applying to TTC opportunities. All legitimate job opportunities must be applied for directly through our official careers page at jobs.thetorocompany.com or via Workday, our applicant tracking system.

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non-merit factors. We are committed to creating a welcoming environment for all employees.