Customer Relationship Center Contact Representative II
: Job Details :

Job TitleCustomer Relationship Center Contact Representative IIJob CategoryBusiness Support ServicesJob DescriptionWhat starts with YOU, moves the world!Hyster-Yale Materials Handling, Inc. (HY), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Customer Relationship Center Contact Representative II based at our Greenville, NC location. This role is dedicated to supporting dealers and customers with Major Accounts and Fleet Management programs within the Customer Success department. The position requires in-depth knowledge of Major Accounts, Fleet Sales, and Service platforms to deliver timely and accurate assistance. In addition to servicing front-line contacts, this role will handle high-priority clients and manage escalations from Customer Relationship Center (CRC) Representative I team members. Responsibilities include coordinating activities with dealers and HYMH Sales and Service teams during program rollouts and the sale or service of products. The individual in this role will also address internal contacts, effectively troubleshoot issues, and provide service solutions as a key point of contact in the Customer Relationship Center.In addition, this position will back up processing of dealer invoices during times of heavy volume and accurately process any dealer invoices submitted to Fleet that cannot be auto processed and in need of advanced review following the Fleet and Warranty policy guidelines. All elements of this position will require daily communication and key relationship building with HYMH dealers for success. This role will be tasked with monitoring / tracking and maintaining up-to-date service repair statuses in the Fleet service platform and any required customer third-party systems. It also involves escalating repairs to Fleet management when scheduled dates fail to meet the contractual performance metrics established with each customer.What you will do:

• Work with appropriate Fleet Operations teams to develop and execute an effective follow-up process and escalation matrix by dealer and customer to ensure visibility to current statuses and key metric compliance to repair time commitments of all work orders in process.
• Ensure timely and accurate processing of Fleet dealer invoices in a manner to support customer driven deadlines for billing, data analysis, and specific customer program guidelines.
• Follow-up with dealer to ensure missing data or mistakes on submitted invoices are corrected and invoices resubmitted timely to meet customer expectations.
• Keep customer third party systems such as Service Channel, Facility Source, Mercury, updated with status of work in process to ensure the customer can view repair and PM statuses.
• Respond to incoming sales and service inquiries promptly and professionally from customers through various forms of contact to include phone, email, chat, customer portals, and customer channels.
• Properly disposition sales and service requests, as well as documenting all inbound and outbound contact information for the purpose of tracking contact activity, status, and response time.
• Work collaboratively with other HYMH professionals to identify and improve areas of customer service.
• Support our corporate HYCare strategy as part of the Customer Success team; it is to develop and administer operational aspects for best in class customer support for Major Accounts and Fleet Accounts with frontline responsibilities for end customer satisfaction.
• This position will also be accountable for Planned Maintenance (PM) scheduling accuracy and completion to reduce reactive repairs and limit downtime.
• In addition, this position will back up processing of dealer invoices during times of heavy volume and accurately process any dealer invoices submitted to Fleet that cannot be auto processed and in need of advanced review following the Fleet and Warranty policy guidelines. All elements of this position will require daily communication and key relationship building with HYMH dealers for success.

Who you are:

• An organized, highly motivated team player that will have a positive impact on the Fleet Management Program team.

• Assist in training and on-boarding new team members.
• You will be accountable for effective resolution of customer inquiries and complaints that emerge throughout the product sales and service lifecycle for the purpose of building value and driving customer satisfaction.

What you will need:

• A bachelor's degree in a business-related field is strongly preferred. Alternatively, an associate's degree combined with a minimum of five years of relevant experience will be considered.

• In the absence of a degree, seven to ten years of experience is required.
• Two to three years of experience in customer contact roles within a sales or service system support capacity is required.

Skills, Experience & Abilities

• Ability to execute in a team setting while working collaboratively in a diverse business environment.
• Advanced PC skills with proficiency in Excel, SQL queries, and Power BI
• Product Application and Industry Knowledge - Forklift Truck Knowledge
• Understand various business areas within HYMH, preferred and good business acumen.
• Excellent Communication and customer service skills

Who we are:HY designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, HYG have been building relationships 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 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#LI-HYBRIDJob TypePermanentTime TypeFull timeWork Hours40Travel Required1-10%Primary LocationHY US Greenville, NC (Headquarters)Address1400 Sullivan DriveZip Code27834Field-BasedNoRelocation Assistance AvailableNoWe 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