Customer Relationship Center Contact Representative I-III
Hyster-Yale Materials Handling, Avon, IN, United States
Overview
Customer Relationship Center Contact Representative I-III – Avon, Indiana. 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. This role provides centralized sales and service support to the Major Accounts and Fleet Management teams within the Customer Success department. The role may be performed in person or remotely and may require after-hours, weekend, and holiday hours. These positions support increasing levels of responsibility from entry-level support to subject matter expert leadership, including handling escalations and building strategic partnerships internally and externally.
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
Who You Are
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
What You Will Need (Education)
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, OR 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
Bachelor’s or Associate Degree in a business related discipline strongly preferred
1-2 years’ experience with a bachelor’s degree in business-related discipline
3-4 years’ experience with an associate’s degree in business-related discipline
10+ years’ experience in lieu of degree
Skills, Experience & Abilities
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
Who We Are
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 our customers, suppliers, dealers and employees for over 100 years. For more information about a career with Hyster-Yale, please visit hyster-yalecareers.com.
What We Offer
Hyster-Yale Materials Handling, Inc, offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).
Job Type
Permanent
Time Type
Full time
Work Hours
40
Travel Required
No
Primary Location
HY US Avon, IN
Address
10144 Veterans Dr
Zip Code
46123
Field-Based
No
Relocation Assistance Available
No
We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing. EOE/Minorities/Females/Veterans/Disabled
#J-18808-Ljbffr
Customer Relationship Center Contact Representative I-III – Avon, Indiana. 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. This role provides centralized sales and service support to the Major Accounts and Fleet Management teams within the Customer Success department. The role may be performed in person or remotely and may require after-hours, weekend, and holiday hours. These positions support increasing levels of responsibility from entry-level support to subject matter expert leadership, including handling escalations and building strategic partnerships internally and externally.
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
Who You Are
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
What You Will Need (Education)
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, OR 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
Bachelor’s or Associate Degree in a business related discipline strongly preferred
1-2 years’ experience with a bachelor’s degree in business-related discipline
3-4 years’ experience with an associate’s degree in business-related discipline
10+ years’ experience in lieu of degree
Skills, Experience & Abilities
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
Who We Are
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 our customers, suppliers, dealers and employees for over 100 years. For more information about a career with Hyster-Yale, please visit hyster-yalecareers.com.
What We Offer
Hyster-Yale Materials Handling, Inc, offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).
Job Type
Permanent
Time Type
Full time
Work Hours
40
Travel Required
No
Primary Location
HY US Avon, IN
Address
10144 Veterans Dr
Zip Code
46123
Field-Based
No
Relocation Assistance Available
No
We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing. EOE/Minorities/Females/Veterans/Disabled
#J-18808-Ljbffr