Customer Relationship Center Contact Representative II

Hyster-Yale Materials Handling • Greenville, NC

387d

About The Position

The Customer Relationship Center Contact Representative II at Hyster-Yale Materials Handling is responsible for supporting dealers and customers with Major Accounts and Fleet Management programs. This role requires in-depth knowledge of Fleet Sales and Service platforms to provide timely assistance, manage escalations, and coordinate activities with dealers and internal teams. The representative will also process dealer invoices and maintain communication with customers to ensure satisfaction and compliance with service metrics.

Requirements

• Bachelor's degree in a business-related field preferred, or an associate's degree with a minimum of five years of relevant experience.
• Seven to ten years of experience required in the absence of a degree.
• Two to three years of experience in customer contact roles within a sales or service system support capacity.
• Advanced PC skills with proficiency in Excel, SQL queries, and Power BI.
• Product application and industry knowledge, specifically forklift truck knowledge.
• Excellent communication and customer service skills.

Nice To Haves

• Understanding of various business areas within HYMH and good business acumen.

Responsibilities

• Support dealers and customers with Major Accounts and Fleet Management programs.
• Handle high-priority clients and manage escalations from the CRC Representative I team.
• Coordinate activities with dealers and HYMH Sales and Service teams during program rollouts.
• Address internal contacts and troubleshoot issues effectively.
• Monitor and maintain up-to-date service repair statuses in the Fleet service platform.
• Ensure timely and accurate processing of Fleet dealer invoices.
• Follow up with dealers to correct missing data or mistakes on submitted invoices.
• Keep customer third-party systems updated with the status of work in process.
• Respond promptly and professionally to incoming sales and service inquiries.
• Document all inbound and outbound contact information for tracking purposes.
• Collaborate with other HYMH professionals to improve customer service areas.
• Support the corporate HYCare strategy for best-in-class customer support.
• Accountable for Planned Maintenance scheduling accuracy and completion.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Associate degree