Customer Experience Specialist
2 weeks ago
**The Role**
Toro is currently searching for a motivated and customer-focused applicant to join the Customer Service team - Equipment & Parts. This is a newly formed role that will be responsible for providing support to the Customer Service teams, strengthening internal relationships, processes and communication to deliver the best customer experience.
**Responsibilities**
- Work with the Customer Service Manager and Customer Service team members to develop and improve best practice processes for Customer Service.
- Promote better system utilisation (SAP), support alignment and consistency of data with other systems/ tools (Servicemax, Infor, QlikView).
- Manage Shop TTC account creation and customer support.
- Review adherence to processes, identify gaps and improvement opportunities, engage stakeholders.
- Lead improvement projects, customer service training in systems and new processes, onboarding new starters.
- Entering deviations in salesforce, check accuracy of information provided.
- Help to provide information to customers proactively regarding changes, delays and back orders to reduce the number of calls seeking these details from customer service.
- Provide support to both parts and equipment customer service teams, stepping in to cover gaps due to absence or when business needs necessitate, including but not limited to; taking calls, processing orders and providing general advice.
**Skills & Experience**
- Experience in a customer service role
- Customer focused with the knowledge and understanding to work across internal teams to deliver a great customer experience
- Preferably familiar with SAP RP/3 and Infor CRM (desirable)
- Excellent PC and ‘Microsoft Office’ literacy
- Highly proficient in Excel (required)
- Ability to organise and interpret data, identify trends and exceptions
- Highly organised and demonstrates a flexible and proactive approach to the work environment
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