Job TitleManager, Dealer Satisfaction
Job CategorySales
Job DescriptionWhat starts with
YOU, moves the world!
Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented
Manager, Dealer Satisfaction based at our
Avon, Indiana facility.
What You Will Do:- Lead and develop the Dealer Contacts, Parts Services, Parts Identification, Latin America (LAM), and Direct Customer Support teams.
- Provide daily direction, coaching, performance management, and employee development for team members.
- Oversee order management activities, including order processing, fulfillment, returns, credits, and issue resolution.
- Serve as the escalation point for complex dealer and customer concerns, ensuring timely and effective resolution.
- Partner with distribution center teams and cross-functional stakeholders to improve service levels and operational performance.
- Support dealer and customer adoption of self-service tools and digital solutions through training and education.
- Develop and deliver presentations, webinars, and training sessions for dealer personnel and customers.
- Drive continuous improvement initiatives to enhance productivity, efficiency, and customer satisfaction.
- Monitor departmental performance metrics and implement actions to achieve business objectives.
- Support direct customer programs, scorecard reviews, and service commitments to ensure customer expectations are met.
Who You Are:- A customer-focused leader who builds strong relationships and drives exceptional service.
- An effective communicator who can influence, coach, and collaborate across multiple teams.
- A problem solver who thrives in fast-paced environments and can effectively manage escalated issues.
- A strategic thinker who identifies process improvements and operational efficiencies.
- A leader who develops talent, promotes accountability, and fosters employee engagement.
- One who has the ability to lead training initiatives and present information to diverse audiences.
What You Will Need (Education):- Bachelor's degree in Business, Supply Chain, Logistics, or a related field preferred.
- Equivalent combination of education and related experience will be considered.
Skills & Abilities:- 5+ years of experience in a distribution, warehousing, customer service, call center, or transaction processing environment preferred.
- Previous leadership or management experience required.
- Experience supporting dealer networks, customers, or distribution operations preferred.
- Knowledge of inventory, order fulfillment, returns, and credit processes.
- Experience leading teams in a customer-focused environment.
- Ability to manage multiple priorities while maintaining high service levels.
- Experience developing and implementing process improvements.
- Knowledge of warehouse management, distribution, or ERP systems preferred, SAP.
- Bilingual Spanish language skills are a plus.
- Customer service and relationship management
- Process improvement and continuous improvement methodologies
- Order management and distribution operations
- Training and presentation development
- Strong verbal and written communication skills
- Problem-solving and decision-making abilities
- Microsoft Office Suite proficiency
- Data analysis and performance management
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).
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#LI-ONSITE
Job TypePermanent
Time TypeFull time
Work Hours40
Travel Required10-25%
Primary LocationHY US Avon, IN
Address10144 Veterans Dr
Zip Code46123
Field-BasedNo
Relocation Assistance AvailableNo
