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Inbound Customer Relations Center Lead
2 months ago
Inbound Customer Relations Center Lead
Job Category
Product Support
Job Description
What begins with YOU, drives the world forward.
Hyster-Yale Materials Handling, Inc. (HYMH), a premier manufacturer of industrial lift trucks, presents an exciting opportunity for a skilled and dedicated Inbound Customer Relations Center Lead at our headquarters.
At HYMH, we continuously seek innovative talent with enthusiasm and determination to enhance our workforce. We provide diverse career paths in engineering, manufacturing, sales, marketing, finance, and beyond.
The Inbound Customer Relations Center Lead is tasked with assembling and empowering a team to tackle the evolving challenges associated with HYMH Major Accounts and Fleet customer support, focusing on data management and service dispatching.
The ideal candidate will possess a blend of business acumen, customer relationship management expertise, and leadership capabilities.
This role is crucial in boosting the efficiency of our Major Accounts & Fleet sales and service teams while reinforcing our customer satisfaction metrics for dealers and end-users.
This position requires a focus on various customer interactions and entails anticipating, comprehending, and addressing the needs of both internal and external clients.
Additionally, this role will be responsible for generating process improvement suggestions from ideation to execution, collaborating across multiple business units and technical platforms.
Key Responsibilities:
The Inbound Customer Relations Center Lead oversees the effective management of the incoming contact team within the Customer Relations Center (CRC).
Incoming contacts encompass phone calls, emails, electronic ticketing, work order aggregators, chat inquiries, and website requests.
The primary duty of the Inbound Customer Relations Center Lead is to direct the daily operations of the inbound contact team, which includes recruitment, onboarding, training, and performance evaluation of all inbound contact representatives.
The team will address all types of incoming inquiries, complaints, and service requests throughout the organization while diagnosing issues and proposing proactive solutions in alignment with Line of Business (LOB) Service Level Agreements (SLA).
The Lead will act as the main point of contact for the CRC Inbound team, ensuring compliance with all CRC objectives, performance metrics, policies, and procedures.
This role will also serve as an escalation point for the team, resolving inquiries and navigating challenging situations while identifying operational enhancements and recommending improvements.
Who You Are:
A dynamic, highly motivated leader capable of thriving in a fast-paced environment, positively influencing your team.
An effective manager of the inbound contact team’s daily operations, providing oversight and activity management.
Committed to developing team members for success.
The successful Lead will assess and monitor representative performance, offering coaching and development as necessary, and implementing corrective actions when required.
This includes achieving satisfactory KPI performance aligned with CRC Goals and Objectives and managing the operational calendar for the team.
The team will support dealers and end-customers throughout the sales and service lifecycle.
Recruitment, onboarding, and training of inbound Contact Center Representatives.
Act as the Subject Matter Expert (SME) for processes and procedures related to expansion and acquisition projects, facilitating additional inbound work across the HYMH network and associated Lines of Business.
The Inbound Customer Relations Center Lead will represent inbound contact in project discussions, discovery sessions, and system and process implementation initiatives.
What You Will Need:
Bachelor's degree required, preferably in a business-related field.
Five or more years of experience in Customer Relationship Management.
Three or more years of supervisory or leadership experience.
In lieu of a Bachelor's degree, a two-year degree with seven years of experience or no degree with ten or more years of experience is acceptable.
Skills, Experience & Abilities:
Proficient in computer skills (MS Office Products, Telephony System Experience).
Exceptional verbal and written communication skills, time management abilities, and analytical skills.
Expertise in data analysis and business unit reporting.
Knowledge of lift truck products and process applications.
About Us:
HYMH designs, engineers, manufactures, markets, and services a comprehensive range of application-specific lift trucks, attachments, and fuel cell solutions that are revolutionizing material handling.
As a global leader in the materials handling sector, HYMH has been fostering relationships with customers, suppliers, dealers, and employees for over 90 years.
What We Offer:
Hyster-Yale provides competitive compensation, tuition reimbursement, a supportive work environment, hybrid work options, and opportunities for professional growth and development.
A comprehensive benefits package includes:
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
10%
Primary Location
HY US Greenville, NC (Headquarters)
Field-Based
No
Relocation Assistance Available
No
We are an equal opportunity employer offering an excellent benefits package, including medical, dental, and life insurance, 401(k), and profit sharing.
EOE/Minorities/Females/Veterans/Disabled#J-18808-Ljbffr
