Customer Support Specialist III, E-commerce Job at The Toro Company (Orrville)

Job Description

The E‑commerce Customer Support Specialist oversees the strategy, execution, and optimization of digital commerce channels. This role bridges commercial, operational, and technical functions to grow online revenue, improve customer experience, and ensure seamless integration between ecommerce platforms, marketing, and manufacturing/fulfillment operations.

Job Responsibility

Develop and execute the company’s ecommerce platform aligned with sales, marketing, and manufacturing goals
Identify new online growth opportunities, marketplace expansion, customer segments, and digital sales channels
Lead cross-functional initiatives, ensuring alignment across IT, marketing, product management, supply chain, and customer service
Manage ecommerce platforms and collaborate with developers or external agencies on enhancements and merchandising
Resolve phone & email inquiries relating to parts specifications and product availability, process returns/exchanges
perform invoicing
Assist customers with technical support, credit card issues, and checkout friction
Serve as a backup to the order services team
Facilitate digital pricing strategies in collaboration with sales and finance teams
Partner with manufacturing, logistics, and warehouse teams to ensure inventory accuracy, lead times, and operational readiness for ecommerce orders
Help develop e-commerce-friendly fulfillment processes, packaging standards, and service level expectations
Monitor order accuracy, on-time delivery, and customer satisfaction metrics

Requirements

HS Diploma or GED equivalent required
5-7 years experience in ecommerce management, program management, or digital operations in manufacturing
Successfully demonstrate strong written and verbal communication skills, including phone communication skills
Professional interpersonal skills utilizing patience and empathy while assisting customers with inquiries and technical assistance
Exhibit initiative and be a team player who supports company objectives and culture
Ability to read, understand and interpret mechanical and operational information effectively
Self-motivated individual who understands the importance of creating and maintaining a positive, memorable customer experience
Knowledgeable with Microsoft Suite, CRM, and Internet

Nice to have

Bachelor’s degree in Business, Marketing, Supply Chain
Strong understanding of ecommerce platforms, data integration, and online merchandising
Advanced product knowledge with tractor equipment, accessories, and components
Excellent project management and cross-functional skills in a manufacturing environment

What we offer

Dress for your day casual environment
Onsite cafes and large break rooms
Wellness resources (mental health, financial health)
20 hours of paid time to volunteer
Tuition reimbursement
Promotion opportunities
Competitive medical/dental/vision plan
401k
Access pay early with the daily pay app

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Customer Support Specialist III, E-commerce

Job Description

Job Responsibility

Requirements

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