Manager, Customer Care - Spartan Mowers Who Are We? The Intimidator Group, LLC was founded in Batesville, Arkansas in 2013 with the all-American, hardworking values they were raised with. Since then, the company has grown into several brands including Intimidator UTVs, Spartan Mowers, Bad Dawg Accessories, and eNVy Neighborhood Vehicles. Now part of The Toro Company family of brands - we are excited to be part of a growing, innovative organization and invite you to join our team! At the Toro Company, Spartan Mowers Division, you will find many opportunities to share your ideas and develop your talents, with a financially successful market leader. You will enjoy a workplace founded on ideals, where people and performance are valued equally, where ethics are a way of life, and where relationships thrive on trust and respect.Your Opportunity: The Customer Care Manager leads the Customer Service Group for The Toro Company’s Intimidator Group Division providing support for residential and commercial products worldwide. Customer Service Group comprises the call center, order services (parts), and other non-technical customer interactions. The Customer Service Manager leads their team in close cooperation with the Technical Service Representatives to provide a seamless, customer-centric, relationship-driven, responsive customer care experience for our dealer network. Keeps the division informed of pertinent customer feedback and assists the dealer network in making use of the resources available from the division. As a member of the Customer Care management team, maintains appropriate metrics, gathers information, and drives continual improvement.Sponsorship: This opportunity is NOT eligible for VISA Immigration Sponsorship now, nor in the future.Work Location: This opportunity is on-site at Spartan Mowers/Intimidator Group, in Batesville, ARK 72501. Manager candidates should prepare for 5-days on-site for the majority of the schedule. This is a salaried role, and successful applicants will be available to support core business hours of the department. Core business hours for this department typically begin between 7:00 a.m. and 8:00 a.m and departure time is generally around 5:30 p.m. What Will You Do? In order to grow and build a successful career with The Toro Company, you will be responsible for:
Serves as a member of the Customer Care management team and performs the duties associated with a supervisory role including hiring, training, coaching, and performance appraising.
Creates and maintains appropriate metrics to gauge team performance in key result areas.
Drives continuous improvement in customer experience, department cost-effectiveness, and communication between the division, sales channel, and retail customer.
Oversees the customer service escalation process, calling on Customer Care, Sales, and dealer resources as necessary to bring timely, fair, and cost-effective solutions for customers and TTC.
Ensure dealers are informed about and guided to resources provided by the division including service bulletins, service advisories, training videos, training classes, their Territory Sales Manager, and the appropriate Technical Service Representative for the issue at hand.
Informs the division’s quality assurance, engineering, marketing, and sales organizations of feedback from the dealer network.
Gathers, analyzes, and reports to the division and enterprise information from the field, technical service team, and warranty group concerning product quality, safety, and support cost.
Drives the utilization of warranty management and Customer Relationship Management tools in documenting customer interactions.
Oversees and supports the parts-order team in their duties: training dealers on parts ordering, answering parts-related calls/emails, and supporting the Sales team on parts.
What Do You Need? The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. To be considered for this role, an individual should meet the following minimal requirements:
Bachelor’s degree in business management, technical field preferred; or applicable HS Diploma/GED plus demonstrated prior experience equivalent required.
6-8 years of applicable Support Services experience strongly preferred.
Ability to handle potentially stressful customer interactions in a calm and professional manner.
Ability to travel domestically 0%-10% for occasional regional training; ability to maintain and active and valid driver's license required.
Thrives working in a fast-paced environment handling multiple tasks; a self-starter who takes initiative, has a strong drive to succeed, and can work with little or no direct supervision; Goal focused with the ability to overcome barriers to achieve results; Has the ability to adapt to and drive change within the organization; and the ability to build and maintain effective cross-functional teams; and demonstrated success with systems and process thinking; has effective problem-solving skills; and exhibits creativity and forward thinking in problem resolution.
Strong interpersonal skills with proven ability to interact effectively with internal and external customers; Demonstrated leadership skills; Effective verbal and written communication skills; Budget management experience; Strong team building and mentoring skills; Strong listening skills.
Ability to create and deliver effective presentations for internal and external use. Strong PC skills including ability to effectively use Microsoft Office applications.
Other Job Related Components?
Directly supervises the order services (parts), and customer service teams of Intimidator Group.
Typical office environment as it pertains to lighting, temperature, and noise level when in administrative/operations offices.
Manufacturing setting with moving equipment and varying lighting, temperature, and noise levels
Dexterity of hands and fingers to operate a computer keyboard and mouse, and to handle other computer components.
What Can We Give You? At The Toro Company, we are always working to make sure our interns know just how valued they are. In addition to competitive pay- The Toro Company offers interns 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 environment.
Location – Located in Batesville, Arkansas 72501.
Wellness - The Toro Company offers a variety of mental health and financial health resources to all employees.
Competitive Salary – Salary will be determined by experience and qualifications, and geography. Cash compensation is one piece of our competitive total rewards package. If you need to, you can access your pay early with the One@Work app, formerly the Even app.
At The Toro Company, we are committed to fostering a secure and trustworthy recruitment process for our applicants. Recruitment fraud is a potential threat to job seekers, so please be aware that throughout our recruitment process, you’ll never be required to pay any fees or disclose personal financial details when applying to TTC opportunities. We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy and related needs and conditions, 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 #LI-LVD1
