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Customer Contact Manager
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Full-time
- Hyster-Yale Group, Inc. (HYG), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented “ Customer Contact Manager” based out of our Headquarters office in Greenville, NC.
- Providing leadership over the Aftersales Contact COE for Customer Success, this position facilitates effective communication and unlimited support using a highly personalized, empathetic, and assertive approach to ensure customer and dealer inquiries and support needs are addressed and resolved promptly with the goal of enhancing customer loyalty and retention.
- This position and the team led, will play a pivotal role in building and maintaining strong relationships with customers and dealers, understanding their needs and pain points, serving as customer and dealer advocates, and providing a feedback loop to relay insights garnered to the relevant HYG teams.
- Customer satisfaction will be measured through a CX team also led by the Customer Success Solutions Manager with the goal of identifying areas for improvement, proactively addressing customer concerns thus preventing customer churn, boosting morale for recognizing a job well done, and fostering a customer-centric culture.
- Stand up and lead an Aftersales Contact COE for Customer Success including system build execution as part of Project Ignite to ensure dealer and customer support and satisfaction.
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