Customer Support Specialist

Toyota Material Handling; Columbus (IN); Hybrid; USD 55,000 - 67,000; Full time

Benefits offered by this job

Competitive Salary

Performance Bonus

Paid Time Off

13 Paid Holidays

Medical plans

Dental & Vision

401(k) match up to 6%

Life Insurance

Disability insurance

Tuition Assistance

Employee Assistance Program

Development opportunities

Onsite Fitness Center

Occupational Health Clinic

Job summary

Toyota Material Handling North America (TMHNA) is seeking a Customer Support Specialist to be the first point of contact for customers, dealers, and internal stakeholders using digital platforms. You will document, troubleshoot, and resolve inquiries, escalating where necessary and contributing to knowledge development to improve the front-end experience.

The role supports DCX digital products and services, works within a hybrid model at Columbus, IN or Greene, NY sites, and requires strong

Qualifications

• Bachelor’s Degree preferred or equivalent experience.
• Prior customer service or sales experience preferred.
• Strong communication skills and customer focus.
• Ability to learn and use technical products and platforms.

Responsibilities

• Receive, document, troubleshoot, and resolve customer inquiries using knowledge articles.
• Manage tickets with complete customer and equipment information.
• Accurately escalate tickets to the appropriate resolution team.
• Set customer expectations regarding next steps and response times.
• Capture required troubleshooting information and logs during support cases.

Skills

Communication skills

Customer focus

Technical product literacy

Education

Bachelor’s degree or equivalent

Job description

Join our Team as a Customer Support Specialist!

The Role

We're seeking a strategic, collaborative, and people and business-focused Customer Support Specialist. In this role, the Customer Support Specialist is responsible for supporting TMHNA Digital Customer Experience operations. The position serves as the first point of contact for TMHNA customers, dealers, and internal stakeholders who use digital platforms and products to interact and transact with TMHNA. It provides exceptional customer service by receiving, documenting, troubleshooting, and resolving standard customer inquiries using approved knowledge articles and support procedures, ensuring complete and accurate documentation for all requests and case escalations when necessary.

This role develops foundational expertise in TMHNA’s material handling equipment, aftermarket parts and service products, TMHNA technology products, dealer operations, and customer support processes while delivering a consistent customer experience.

What You’ll Be Doing

Customer Support

• Receive customer, dealer, and internal support requests through approved communication channels.
• Verify customer identity, account permissions, subscriptions, and equipment information.
• Manage tickets with complete customer and equipment information.
• Resolve routine customer issues using experience, understanding, approved troubleshooting guides and knowledge articles.
• Set customer expectations regarding next steps and response times.

Case Documentation

• Capture required troubleshooting information.
• Collect screenshots, logs, serial numbers, device IDs, timestamps, and reproduction steps.
• Ensure all required information is included before escalation.

Issue Classification

• Correctly categorize requests according to established support processes.
• Identify whether requests involve:
  • Technical support
  • Billing
  • Dealer support
  • Parts
  • Sales
  • Implementation
  • Privacy
  • Etc.
• Accurately escalates tickets to the appropriate resolution team.

Knowledge Development

• Learn TMHNA DCX digital products and services.
• Follow and update established troubleshooting and escalation guides.
• Contribute suggestions for improving support documentation and front-end customer experience.

Ability to work in a constant state of alertness and safe manner

Additional duties as assigned

What We’re Looking For

• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience
• Prior customer service or sales experience preferred
• Strong communication skills
• Demonstrated customer focus
• Ability to learn and utilize technical products and platforms

Where And When You’ll Work

• This position follows TMHNA's hybrid work model and will be based at one of our primary office locations in Columbus, IN or Greene, NY.

What Your Total Compensation & Benefits Package will look like:

$55,000 - $67,000 per year. Compensation depends on the selected candidate’s education and experience.

This role may be eligible for relocation assistance

World Class Benefits

• Competitive Salary
• Performance Bonus
• Generous Paid Time Off and 13 Paid Holidays
• Affordable Medical plans and no-cost Dental & Vision options
• 100% 401(k) match up to 6%
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
• Tuition Assistance Program
• Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
• Recognition and Kaizen (continuous improvement) Reward Programs
• Meaningful opportunities for personal and professional development
• Onsite Fitness Center & Occupational Health Clinic (Columbus, IN office only)
• Best in class work culture!

Big Name | Big Opportunities | Life is Better at Toyota

Toyota Material Handling North America (TMHNA), the industry leader in forklift sales, comprises two main brands: Toyota Material Handling and The Raymond Corporation. We believe investing in the best people, products, and processes will fuel our future success, and we will always be driven by our foundational principles of "respect for people" and "continuous improvement". With opportunities across North America, we are confident you will find the right position within TMHNA that can help you build a long, fulfilling career.

Learn more here: https://www.toyotaforklift.com/careers

Follow us on Social Media: Working at Toyota Material Handling | Glassdoor