Customer Support Specialist III, Ecommerce - Ventrac

Customer Support

Orrville, Ohio

About the role

The E-commerce Customer Support Specialist oversees the strategy, execution, and optimization of digital commerce channels. This role bridges commercial, operational, and technical functions to grow online revenue, improve customer experience, and ensure seamless integration between ecommerce platforms, marketing, and manufacturing/fulfillment operations.

Responsibilities

• Develop and execute the company’s ecommerce platform aligned with sales, marketing, and manufacturing goals.
• Identify new online growth opportunities, marketplace expansion, customer segments, and digital sales channels.
• Lead cross-functional initiatives, ensuring alignment across IT, marketing, product management, supply chain, and customer service.
• Manage ecommerce platforms and collaborate with developers or external agencies on enhancements and merchandising.
• Resolve phone & email inquiries relating to parts specifications and product availability, process returns/exchanges; perform invoicing.
• Aid customers with technical support, credit card issues, and checkout friction.
• Serve as a backup to the order services team.
• Facilitate digital pricing strategies in collaboration with sales and finance teams.
• Partner with manufacturing, logistics, and warehouse teams to ensure inventory accuracy, lead times, and operational readiness for ecommerce orders.
• Help develop e-commerce-friendly fulfillment processes, packaging standards, and service level expectations.
• Maintain order accuracy, on-time delivery, and customer satisfaction metrics.

Requirements

• High School Diploma or GED equivalent required.
• 5-7 years experience in ecommerce management, program management, or digital operations in manufacturing.
• Strong written and verbal communication skills, including phone communication skills.
• Professional interpersonal skills utilizing patience and empathy while assisting customers with inquiries and technical assistance.
• Initiative and ability to support company objectives and culture.
• Ability to read, understand, and interpret mechanical and operational information effectively.
• Self-motivated individual who understands the importance of creating and maintaining a positive, memorable customer experience.
• Knowledgeable with Microsoft Suite, CRM, and Internet.

Preferred

• Bachelor’s degree in Business, Marketing, Supply Chain.
• Strong understanding of ecommerce platforms, data integration, and online merchandising.
• Advanced product knowledge with tractor equipment, accessories, and components.
• Excellent project management and cross-functional skills in a manufacturing environment.

Benefits

We offer a full range of benefit options for your present and future needs including competitive salaries, 401(k)s, paid vacation days, and more. Learn More

Sustainability

Sustainability is not a new concept for The Toro Company. It is deeply rooted in our purpose—to help our customers enrich the beauty, productivity and sustainability of the land.

Community

Volunteering is an important part of our culture. We believe that a satisfying life comes from contributing at work and giving back to the community.