Job TitleCustomer Relationship Center Supervisor, OutboundJob CategoryProduct SupportJob DescriptionWhat starts with YOU , moves the world!Hyster-Yale Materials Handling, Inc. (HYMH), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented “ Customer Relationship Center Supervisor, Outbound” at our Greenville, NC Headquarters office. Here at (HYMH) we are always looking for new talent with curiosity and drive to join our team. We offer a variety of career opportunities in engineering, manufacturing, sales, marketing, finance and more.This role requires a skilled leader with a passion for customer satisfaction and process improvement. We are looking for a talented individual to join our team and take on the role of enhancing our Major Accounts & Fleet sales and service teams.Your focus will be on data administration, service dispatching, and data management to ensure our customers have real-time access to work order progress and repair ETA's. Additionally, you will play a critical role in anticipating, understanding, and responding to the needs of both internal and external customers.If you are looking to make an impact by driving customer satisfaction and process efficiencies, this position offers the opportunity to work across multiple business units and technical platforms while implementing process improvement ideas. Join us in this exciting opportunity to solidify customer satisfaction metrics and enhance team productivity.Travel: 10%What you will do:
The primary responsibility of the Customer Relationship Supervisor Outbound is to lead the daily operations of the outbound contact team including hiring, onboarding, training, and performance management of all outbound contact representatives. The team will handle multiple forms of sales and service questions & complaints and this position will be accountable for tracking the progress of all “work in process” service repair requests.
Provide world class Customer Service and Support to enhance market value in the line of HYMH products and services.
Lead the Customer Relationship Outbound Contact Team of Dealer Support Specialists and Inventory Specialists via performance management.
The Customer Relationship Supervisor Outbound is responsible for the effective supervision of the Customer Relationship Center (CRC) outbound contact team. Outbound contact includes, but is not limited to, phone, email, electronic ticketing, work order aggregators, chat, and website communication.
Responsible for updating work status’ in the Fleet service platform and customer 3rd party systems as required.
The Customer Relationship Supervisor Outbound will be responsible for escalating to line of business management any work orders that have exceeded compliance parameters with contractual SLA’s with customers.
The CRC SUP will serve as the primary contact for the CRC OB team understanding and complying with all CRC objectives, performance standards, policies, and procedures and will function as the point of escalation for the team answering questions and problem-solving tough situations while identifying operational opportunities.
Who you are:
An energetic, highly motivated leader who can work in a fast-paced environment and will have a positive influence as a leader.
Identify and execute on targeted/defined sales and service support projects/programs.
The ideal candidate will have a strong background in business, customer relationship management, and leadership.
You will be responsible for building and equipping a team to tackle the dynamic challenges of HYMH Major Accounts and Fleet customer support.
What you will need:
BS/BA Degree required in a business-related discipline
Five or more years Customer Relationship Experience
Three years or more years of Supervision/Leadership Experience
In lieu of Bachelor’s degree – two year degree with seven years of experience or no degree with ten or more years of experience.
Skills, Experience & Abilities
Excellent Computer Skills (MS Office Products, Telephony System Experience
Excellent verbal and written communication skills, time management skills, and analytical skills.
Proficiency in data analysis and business unit reporting
Lift Truck Product and Process Application Knowledge
Who we are:HYMH 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, HYMH have been building relationships with our customers, suppliers, dealers, and employees for over 90 years.What we offer:Hyster-Yale 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#HYBRIDJob TypePermanentTime TypeFull timeWork Hours40Travel Required10%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