Customer Relationship Center Contact Representative I-III

Hyster-Yale Group•Avon, IN

2d•Hybrid

About The Position

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 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.

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.
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
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.
Customer Relationship Center Contact Representative III: Bachelors or Associates Degree in a Business related discipline strongly preferred. 1-2 years’ experience with bachelor’s degree in business related discipline. 3-4 years’ experience with associate’s degree in business related discipline. 10+ years’ experience in lieu of degree.
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
Possess experience handling escalations, work-in-process tracking, and service coordination
Ability to execute independently while contributing to team success

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