What are the responsibilities and job description for the Customer Relationship Center Contact Representative I position at Hyster-Yale Group?
Job Title
Customer Relationship Center Contact Representative I
Job Category
Business Support Services
Job Description
Put a LIFT in Your Career!
Hyster-Yale Materials Handling, Inc. (HYMH), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented (Hybrid) Customer Relationship Center Contact Representative I at our facility located in Greenville, NC.
The Customer Relationship Center Representative I role is designed to provide centralized sales and service support to the Major Accounts and Fleet Management teams within the Customer Success department. This position encompasses a broad scope of incoming and outgoing activities, including sales and service coordination with internal teams, external dealers, and end customers. Interactions will originate via various customer channels, such as phone calls, emails, chats, service portals, or other communication platforms.
Customer Relationship Center Representatives will leverage multiple systems to respond effectively and navigate across HYMH sales and service channels. They may work on-site or remotely and will be required to accommodate after-hours, weekend, and holiday schedules as needed. This role demands a comprehensive understanding of sales and service platform processes and procedures, positioning the representative as the "face and voice" of the business. Routine coordination with dealers and HYMH teams will be essential throughout the sales and service lifecycle.
Who you are:
Who you are:
- One who manages enterprise-wide sales and service requests, troubleshooting issues, and delivering proactive solutions to complex inquiries in alignment with Line of Business (LOB) Service Level Agreements (SLA).
- An individual who exercises sound judgment in resolving complex issues and is expected to maintain comprehensive knowledge across all HYMH channels.
- Support the corporate HYCare strategy as part of the Customer Success team by assisting in the development and administration of operational processes to deliver best-in-class customer support for Major Accounts and Fleet Accounts, with a focus on frontline responsibilities for ensuring end-customer satisfaction.
- Actively drive and enhance customer satisfaction through effective service delivery and engagement.
What you will do:
- Collaborate with other HYMH professionals to identify opportunities for improvement in customer service and implement effective solutions.
- Assist in training new team members and support the onboarding process for new hires to ensure a smooth transition.
- Foster positive relationships by exceeding expectations, ensuring all requests are handled efficiently, and recommending enhancements to systems, processes, and procedures to improve organizational efficiency.
- Provide support to ensure the successful execution of routine department functions while maintaining synergy and teamwork within the department.
What you will need:
- Bachelor’s degree (BS) with no prior experience.
- Associate degree (2-year degree) with 2–3 years of relevant experience.
- Five years of relevant experience with no degree.
Skills, Experience & Abilities:
- Demonstrates strong business acumen (preferred).
- Proficient in keyboarding for high-volume environments, with expertise in relevant computer applications, including Microsoft Excel, Word, and Access.
- Skilled in applying verbal and technical abilities, coupled with customer service principles and best practices.
- Capable of thriving in a team-oriented setting and collaborating effectively within a diverse professional environment across multiple business channels. Must be comfortable working closely with others.
Who we are:
HYMH designs, engineers, manufactures, sells and services a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. We are one of the global leaders in the Material Handling industry and have been building relationships and partnering with our customers, suppliers, dealers and employees for over 90 years.
What we offer:
Hyster-Yale Materials Handling, INC offers competitive pay, tuition reimbursement, supportive work environment, hybrid and remote 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).
#LI-TE1
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Job Type
Permanent
Time Type
Full time
Work Hours
Travel Required
1-10%
Primary Location
HY US Greenville, NC (Headquarters)
Address
1400 Sullivan Drive
Zip Code
27834
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
