Customer Relationship Center Contact Representative I-II

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 a Customer Relationship Center Contact Representative I-II position, based out of Avon, Indiana. The role provides centralized sales and service support to the Major Accounts and Fleet Management teams within the Customer Success department.

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

Requirements

• 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
• Strong communicator who serves as the face and voice of the business
• Customer-focused with a passion for delivering excellent service and building relationships
• Collaborative team player who works effectively across multiple business channels
• 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
• Proactive contributor who identifies opportunities to improve processes and service delivery
• Comfortable working in proximity with others or in a remote environment
• Developing or established subject matter expert depending on level

Qualifications

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

• 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 solutions
• Ability to manage multiple systems and navigate across sales and service channels
• Experience handling escalations, work-in-process tracking, and service coordination
• Ability to execute independently while contributing to team success

Additional Information

• Positions support HYMH corporate HYCare strategy focused on best-in-class customer support
• Responsible for supporting end-to-end customer satisfaction across the product sales and service lifecycle
• Requires daily communication and relationship building with dealers and customers
• Includes responsibility for maintaining service timeliness, communication, and data accuracy
• Supports customer expectations for uptime, cost efficiency, and service excellence
• Requires monitoring dealer performance to meet contractual obligations and service expectations
• Involves ownership of processes such as sales communication, service operations, parts response, and inventory management
• Acts as a liaison between Sales, Sales Operations, Service Operations, dealers, and customers
• Supports OEM invoice management and sales and service order accuracy

About the Company

Hyster-Yale Materials Handling, Inc., designs, engineers, manufactures, sells, and services a comprehensive line of lift trucks, aftermarket parts, and technology and energy solutions that are transforming the way the world moves materials from Port to Home. As a global leader in the materials handling industry, Hyster-Yale Materials Handling, Inc. has been building relationships with customers, suppliers, dealers, and employees for over 100 years.

Benefits

• Competitive pay
• Tuition reimbursement
• Supportive work environment
• Hybrid work option
• Opportunities for growth and development
• Paid time off
• Medical, dental, vision, and life insurance
• Employer-sponsored profit sharing and 401(k)

Schedule

• Full time (40 hours per week)
• Permanent position
• Some after-hours, weekend, and holiday hours may be required

Location

HY US Greenville, NC (Headquarters)
1400 Sullivan Drive, Zip Code 27834

Travel is not required. Relocation assistance is not available.