Channel Support Representative - The Toro Company

About the role

The Channel Support Representative will manage the fast-paced, channel onboarding and offboarding experience and ensure 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.

Responsibilities

• 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.
• Manage 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.

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.

Qualifications

• Bachelor's degree required.
• 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.

Skills

• CRM and Data Management Experience
• Salesforce and AI Platforms
• Self-Directed and Critical Thinking
• Organizational and Detail-Oriented Skills
• Verbal, Written, Presentation, and Communication Skills
• Microsoft Office Skills
• Channel Partners and Vendors Experience
• Retail/Consumer Goods Experience
• Multi-Lingual Capability (French-Canadian and Spanish)

Benefits

• Competitive Salary
• Affordable and top-tier medical/dental/vision plan
• 401k
• Complimentary use of onsite fitness facility
• Onsite café serving breakfast and lunch
• Volunteerism
• Flexible Work Arrangements
• Employee Assistance Program
• Professional Development Opportunities

Pay

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.

Schedule

Candidates should prepare for an onsite weekly schedule.