Customer Support Specialist I​/II

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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 Customer Service Specialist independently manages moderately complex customer and distributor inquiries, utilizing critical thinking, sound judgment, and established procedures to resolve issues, determine appropriate escalation requirements, and maintain end-to-end ownership through resolution.

This position serves as a trusted resource for customers, channel partners, and internal stakeholders by managing account and customer information, responding to phone and electronic inquiries, performing Level 1 troubleshooting, supporting subscription and account administration activities, documenting and tracking cases, and coordinating with technical and cross-functional teams when additional expertise is required. The Specialist II applies a strong understanding of products, systems, and business processes to deliver timely and effective solutions, provide guidance on support best practices, and contribute to knowledge sharing across the organization.

The role is responsible for delivering exceptional customer experience while identifying opportunities for continuous improvement, supporting operational effectiveness, and helping drive process, documentation, and knowledge‑management enhancements across the Commercial Customer Care organization.

Receive and respond to customer and distributor inquiries by phone, email, chat, and case-management channels. Provide level 1 support for assigned Commercial digital, smart connected, autonomous, and software-enabled products, including product operation, account access, subscriptions, and general troubleshooting. Listen actively and gather complete information from users with varied technical backgrounds; translate the issue into clear, actionable case documentation. Use approved diagnostic resources, support procedures, product documentation, and knowledge tools to identify solutions and explain next steps in customer-friendly language.

Manage and update customer, site, product, subscription, and account information accurately and with appropriate attention to detail. Assist with subscription verification and related administrative activities for Commercial digital products. Create, update, and maintain support cases; document troubleshooting performed, customer communications, ownership, status, and resolution. Escalate unresolved or higher‑complexity issues to Commercial Technical Assistance Center or other designated partners using established escalation paths.

Coordinate customer and distributor follow‑up through resolution and help ensure handoffs are complete, timely, and clearly communicated. Support workflow management and quality assurance activities, including review of completed work, open cases, aging items, and documentation quality. Assist in the review of customer service materials, standard work, knowledge articles, communication templates, and support tools.…