Channel Support Representative

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa, regardless of expiration date, now or in the future.

• 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 level‑1 requests.
• Manage level‑1 escalations.
• Provide 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.

• Bachelor’s degree (required).
• 1–3+ years of CRM and data management experience (required).
• Salesforce experience and demonstrated utilization of AI platforms (preferred).
• Self‑directed, critical‑thinking skills with ability to manage difficult situations, influence behaviors, and strong negotiation skills.
• Strong organizational skills, detail‑oriented with emphasis on data integrity.
• Strong verbal, written, presentation, and communication skills.
• Strong Microsoft Office skills, especially Excel, process flow mapping (Visio), dashboards, and online forms.
• Experience working with channel partners and/or vendors.
• Retail/Consumer goods experience (preferred).
• Multilingual capability (French‑Canadian and Spanish) is a plus but not required.

• Collaborate with Sales (internal/external) to create a frictionless digital channel engagement.
• Work with internal teams to create automation within the business that includes Salesforce Administration and IS.
• Work in collaboration with the Salesforce administrator to improve self‑help tools for the channel.
• Partner with service channel providers to create clear processes and simplified communications.
• Oversee and ensure the accuracy of accounts and contact information within Toro systems.
• Align divisional growth objectives to drive process improvements.
• Domestic travel required up to 0‑10% of the time for trade shows or other support.

In addition to a competitive salary, the Toro Company offers a comprehensive benefits package including medical, dental, vision, 401(k), and more. Other perks at our Bloomington, MN HQ include a casual corporate environment, onsite café, complimentary use of the onsite fitness facility, mental and financial health resources, paid volunteer time, and a range of wellness programs.

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non‑merit factors. We are committed to creating a welcoming environment for all employees.