Customer Service Specialist - American Augers

Customer Service Specialist
- American Augers Who Are We? American Augers, located in West Salem, Ohio is a division of The Toro Company. American Augers builds the largest horizontal directional drills in the industry. With the rugged user in mind, American Augers rigs are built to last and backed by 24-hour worldwide support. The Customer Service Specialist will provide all American Augers customers (end users, dealers, distributors, and agents) with timely answers to elevated service part related inquiries/issues.

Customer concerns are varied, complex, and non-routine ranging from part number identification, sales order entry, and order expediting, to resolving complex part fit-up problems and “unit down” backorder situations. Position serves an important role in fielding and resolving concerns from all internal and external customer groups on issues such as pricing, backorders, order exceptions, and dealer/distributor performance.

Work location:

This opportunity is on-site at the West Salem, Ohio location. Remote/Hybrid is not available for this opportunity at this time.

• Research and resolve all parts-related issues for AA customers including dealers, distributors, end users, and agents.
• Research and reply to customer inquiries regarding parts, providing accurate and thorough information and support.
• Assist with the resolution of disputed shipping claims, debits, credits and return goods authorizations by working with customer(s), accounting, distribution center(s), shipper and any other involved parties to investigate, rectify, and resolve issues.
• Develop and maintain positive relationships with assigned customers by: accepting and resolving accelerated front-line issues within established time frames;
  Acting as the liaison between customers, other business areas, and third party suppliers to resolve issues; and Maintaining regular phone and email contact with assigned customers.
• Utilize SAP to plan and allocate orders and coordinate shipping with distribution centers and third party suppliers.
• Manage SAP Part Notes; includes creation and updates.
• Responsible for advanced product knowledge for legacy and new equipment.
• Act as a liaison with other business functions (e.g, Technical Service, Engineering, Purchasing, Production Control, Marketing, Training) and as an advocate for customers in researching and resolving complex parts issues.
• Customer Service Reps should make an effort to build a responsive, knowledgeable, and customer oriented department.
• This is accomplished by acquiring training, education, and information pertaining to AA products and attend team training sessions with appropriate product experts.

• High school diploma or equivalent required, advanced degree preferred.
• Minimum of two (2) years progressive experience in an order processing and technical customer service environment.
• Mechanical aptitude preferred.
• Demonstrated positive work record, including indications of strong self-motivation, high productivity, reliable attendance, attention to quality, ability to learn new skills, and a cordial, cooperative personality.
• Demonstrated excellent skills in organizing and prioritizing work in a rapidly changing environment.
• Excellent communication skills, in person, by telephone, and in writing. This includes presenting a professional, friendly, helpful, self-confident image, along with a good command of word usage, spelling, and grammar.
• Clear and concise communication skills, both verbal and written, critical thinking skills, and must possess the ability to cross-train in other tasks.
• Must be tactful, professional, and detail oriented.
• Demonstrate keyboarding skills, including accuracy and speed.
• Strong data entry and system navigation skills.
• Proficiency…