Customer Relationship Center Contact Representative I-II

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Job Description

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 I-II 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.

What You Will Do:

• 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.
• 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, 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
• Possess 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).

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Travel Required

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Field-Based

Relocation Assistance Available

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