Customer Relationship Center Contact Representative I-II

Hyster-Yale Materials Handling; United States; Hybrid; USD 42,000 - 60,000; Full time

Job summary

Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, seeks a Customer Relationship Center Contact Representative I-II based out of Avon, Indiana or remote. You will provide centralized sales and service support to Major Accounts and Fleet Management teams, handling inquiries via phone, email, chat, API, service portals, and more.

Role entails documenting interactions, supporting escalations, and building partnerships with dealers and internal teams.

Qualifications

• Bachelor's degree with no experience required.
• OR a 2-year degree with 2-3 years of experience.
• OR 5 years of relevant experience with no degree.
• Bachelor's degree in a business related field strongly preferred.
• Or 2 year degree with 5+ years' experience.
• In lieu of degree, 7-10 years of experience and 2-3 years' customer contact experience in a customer facing sales or service system support role.

Responsibilities

• Provide centralized sales and service support to Major Accounts and Fleet Management teams
• Answer and manage incoming and outbound inquiries via phone, email, chat, service portals, and other customer channels
• Coordinate activities between dealers, customers, and HYMH sales and service teams
• Troubleshoot issues, resolve inquiries, and present proactive solutions in alignment with Service Level Agreements
• Accurately document all interactions for tracking activity, status, and response time
• Support escalations, high-priority accounts, and complex service inquiries as applicable by level
• Track and maintain work-in-process service repairs, planned maintenance scheduling, and contractual compliance
• Assist with dealer invoice processing, including advanced review and adherence to Fleet and Warranty guidelines
• Build and maintain strong relationships with dealers, customers, and internal business partners
• Collaborate on continuous improvement initiatives and assist in training and onboarding new team members

Skills

Major Accounts platforms

Fleet Sales platforms

Service channels

Microsoft Excel

Communication skills

Problem solving

High-volume environment

Education

Bachelor's degree

2-year degree

Experience 5 years

Tools

Excel

Word

Access

Job description

Customer Relationship Center Contact Representative I-II

Job Category

Business Support Services

Job Description

What starts with YOU , moves the world!

Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Customer Relationship Center Contact Representative I-II position , based out of Avon Indiana.

The Customer Relationship Center Contact Representative positions are designed to provide centralized sales and service support to the Major Accounts and Fleet Management teams within the Customer Success department. The scope of incoming and outbound activity includes sales and service coordination both internally and externally with dealers and end customers, originating via phone, email, chat, API, service portals, or other customer channels. Customer Relationship Center Contact Representatives will utilize multiple systems and navigate across HYMH sales and service channels while working either in person or remotely. Some after-hours, weekend, and holiday hours may be required. These roles require in-depth knowledge of sales and service platform processes and procedures and serve as the "face and voice" of the business while coordinating activities with dealers and HYMH teams throughout the sales and service lifecycle. These roles support increasing levels of responsibility from entry-level support to subject matter expert leadership, including handling escalations, managing high-priority clients, owning key processes, and building strategic partnerships internally and externally.

What You Will Do:

• Provide centralized sales and service support to Major Accounts and Fleet Management teams
• Answer and manage incoming and outbound inquiries via phone, email, chat, service portals, and other customer channels
• Coordinate activities between dealers, customers, and HYMH sales and service teams
• Troubleshoot issues, resolve inquiries, and present proactive solutions in alignment with Service Level Agreements
• Accurately document all interactions for tracking activity, status, and response time
• Support escalations, high-priority accounts, and complex service inquiries as applicable by level
• Track and maintain work-in-process service repairs, planned maintenance scheduling, and contractual compliance
• Assist with dealer invoice processing, including advanced review and adherence to Fleet and Warranty guidelines
• Build and maintain strong relationships with dealers, customers, and internal business partners
• Collaborate on continuous improvement initiatives and assist in training and onboarding new team members

Who You Are:

• A motivated individual who is willing and able to work safely in high-pressure environments
• Detail-oriented with strong interpersonal and organizational skills.
• Committed to delivering quality work and ensuring customer satisfaction.
• A strong communicator who serves as the face and voice of the business
• Customer-focused with a passion for delivering excellent service and building relationships
• Detail-oriented with strong organizational and listening skills
• A collaborative team player who works effectively across multiple business channels
• A problem solver who uses sound judgment to resolve complex issues
• Adaptable and comfortable working in a fast-paced, high-volume environment
• Capable of handling escalations and high-priority customer needs with professionalism
• A proactive contributor who identifies opportunities to improve processes and service delivery
• Comfortable working in proximity with others or in a remote environment
• A developing or established subject matter expert depending on level

What You Will Need (Education):

Customer Relationship Center Contact Representative I:

• Bachelor's degree with no experience required.
• OR a 2-year degree with 2-3 years of experience.
• OR 5 years of relevant experience with no degree.

Customer Relationship Center Contact Representative II:

• Bachelor's degree in a business related field strongly preferred.
• Or 2 year degree with 5+ years' experience.
• In lieu of degree, 7-10 years of experience and 2-3 years' customer contact experience in a customer facing sales or service system support role.

Skills, Experience & Abilities:

• Entry-level to advanced experience based on position level (I, II, III)
• Knowledge of Major Accounts and Fleet Sales and Service platforms
• Mechanical proficiency with forklifts (primarily for level III)
• Strong keyboarding skills for high-volume environments
• Proficiency in Microsoft Excel, Word, and Access
• Ability to apply customer service principles, technical knowledge, and best practices
• Experience troubleshooting issues and providing effective service solutionsAbility to manage multiple systems and navigate across sales and service channels
• Possess experience handling