Senior Customer Operations Coordinator – Hyva NA in Elk Grove, Illinois at Hyva Corporation

About the Company

JOST is a global leader in commercial vehicle systems, delivering innovative solutions that keep the world's transportation industry moving safely and efficiently. With operations in more than 35 countries and a reputation built over 70 years, JOST serves the world's leading truck, trailer, agricultural, construction and industrial equipment manufacturers.

The acquisition of Hyva created a global technology leader in hydraulic cylinders, wet kits, tipping solutions, container handling equipment and commercial vehicle components. Together, JOST and Hyva employ more than 7,500 people worldwide and serve customers in more than 100 countries.

In North America, Hyva is investing in people, products, digital capabilities and operational excellence. We are seeking professionals who want to make a measurable impact by helping build a scalable, customer-focused commercial organization.

Position Purpose

The Senior Customer Operations Coordinator serves as the operational owner of Hyva North America's Order-to-Cash (O2C) process. This position combines customer service excellence with commercial operations leadership, ensuring efficient execution of customer orders, pricing governance, ERP master data, standard work documentation and continuous process improvement. The role partners closely with Sales, Finance, Supply Chain, Product Management, Warehouse Operations and Logistics to deliver an outstanding customer experience while

Customer Order Management

• Process customer orders accurately within the ERP system ensuring part numbers, pricing, quantities, shipping instructions and requested delivery dates are correct.
• Verify orders comply with approved price schedules, customer agreements and quotations.
• Coordinate with Material Planning, Purchasing, Warehouse and Logistics to meet customer commitments.
• Ensure accurate invoicing and support customer portal requirements.
• Support warranty claims, RMAs, returns and aftermarket inquiries.
• Support the Outside Sales team with quotations, order status and commercial support.

Order-to-Cash Process Ownership & Continuous Improvement

• Own the end-to-end Order-to-Cash process from customer order receipt through shipment, invoicing and post-delivery support.
• Develop, document and continuously improve SOPs, work instructions and process maps.
• Lead Lean continuous improvement initiatives that improve customer experience and reduce cycle time.
• Monitor backlog, aging orders, delivery performance and proactively escalate risks.
• Lead root-cause investigations and implement corrective actions.
• Partner with IT to improve ERP workflows, automation and reporting.
• Train employees on standardized business processes.

Commercial Operations & Pricing Administration

• Own the consolidated North American customer price file.
• Partner with Finance and the Outside Sales team to maintain customer pricing, rebates, freight terms, payment terms and commercial agreements.
• Maintain standardized pricing tools to support timely and accurate quotations.
• Coordinate annual price increases, contract renewals and promotional pricing.
• Perform pricing audits and resolve invoice disputes, debit memos and credit requests.
• Maintain customer master data and commercial governance within the ERP system.

Customer Experience & Communication

• Build strong relationships with OEMs, distributors and aftermarket customers throughout North America.
• Provide proactive communication regarding order status, shortages, recovery plans and delivery commitments.
• Communicate effectively with Sales, Finance, Supply Chain, Product Management and Operations.
• Escalate customer issues with clear recommendations and timely follow-up.

Key Performance Indicators (KPIs)

• Customer On-Time Delivery
• Perfect Order Performance
• Order Entry Accuracy
• Order-to-Cash Cycle Time
• Quote Turnaround Time
• Pricing Accuracy
• Backorder Reduction
• Customer Satisfaction
• ERP Master Data Accuracy
• Continuous Improvement Projects
• Warranty Response Time

Qualifications

• Minimum of 3 years of on-the-job experience or equivalent in prior work history.
• Bachelor's degree preferred in Business, Supply Chain or related field.
• Demonstrated expertise leading Order-to-Cash processes and documenting SOPs.
• Experience maintaining ERP pricing, customer master data and commercial governance (Infor LN, SAP or Oracle).
• Solid working knowledge of EDI, invoicing, logistics coordination and customer quotations.
• Excellent communication, analytical and organizational skills.
• Solid working knowledge in Microsoft Office; Excel, Word and Outlook