Call Center Manager, Parts & Service - The Toro Company
The Toro Company

Who Are We?

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 an average employee tenure of 15 years,come find out what makes The Toro Company the best place in the Twin Cities to build a career.

As a leader inside Integrated Supply Chain & Service Parts Operations, you will lead the team responsible for managing all aspects of domestic & international service parts orders for The Toro Company. You & your team own the order flows from channel partners to the distribution center for service parts fulfillment. You will define, measure, and improve the capacity & capabilities of the team to deliver superior customer service to all stakeholders across the organization.

What Will You Do?

• Define, measure, and improve the capacity of two call centers comprised of 15-25 full time direct & indirect employees. Manage all customer contacts (phone, email, tickets) regarding service parts orders.
  
• Nurture resolution of escalations from the call center agents to senior customer service representatives (CSRs). Ensure resolution regarding parts identification, technical parts specifications, transfers from Manufacturing for urgent machine down, estimated time of arrival (ETA) for back-ordered service parts, etc.
  
• Monitor & improve key performance indicators (KPIs) for safety, quality, delivery, and productivity of key processes, including order processing, credits and/or claims, RGAs, phone support, and channel partner inquiries.
  
• Coach & direct one (1) Call Center Supervisor & one (1) Employee Trainer via annual improvement plans. Set priorities & provide clear direction on day-to-day and strategic improvement plans through your leadership team.
  
• Be a key influencer with IT and divisions to improve current order processing systems to achieve defined KPIs. Anticipate & advocate for future technology & improvements to enhance the customer experience.
  
• Plan & manage department annual budget. Forecast current & future resource needs & associated budgets.
  
• Develop & train employees to assure high levels of service. Develop staff members in areas of personal growth, product knowledge, customer service skills and computer hardware/software use.
  
• Develop strong, working relationships with key stakeholders across TTC, including warranty, technical support, sales, marketing, supply chain, operations, and business development.
  

What Do You Need?

• 4+ years of management or leadership experience; demonstrated ability leading teams of 20+ employees required.
  
• Bachelor's Degree required in Business Administration, Supply Chain, or related field.
  
• Prior experience with CRM and ERP system (Salesforce and SAP preferred, but not required).
  
• Prior experience managing remote work or remote call center agents.
  
• Demonstrated ability to work independently with minimal work direction.Must be able to multi-task numerous projects simultaneously.
  
• Must be proficient in Microsoft Office suite; Outlook, Word, Excel, and PowerPoint.
  
• Negligible Travel - 0% to 10% of time.
  

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 HQlocation 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 café, 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.
  
• Summer Hours- Enjoy a flexible schedule during the summer! By working a little more during the week, TTC employees at our Bloomington HQ are able to participate in the summer hours/alternating Friday rotation.
  
• Competitive Salary - Salary will be determined by experience and qualifications. If you need to, you can access your pay early with the EVEN 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

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