Remote Customer Relationship Center Specialist 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

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.