Manager, Dealer Satisfaction

Hyster-Yale Materials Handling; United States; Hybride; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Tuition reimbursement

Hybrid work option

Competitive pay and benefits

Résumé du poste

Hyster-Yale Materials Handling, Inc. seeks a Manager, Dealer Satisfaction at our Avon, IN facility. You will lead dealer contact and direct customer support teams, drive service improvements, and manage order fulfillment with a focus on customer outcomes.

You will coach leaders, develop staff, and deliver training to dealers and customers while collaborating with distribution and cross-functional teams to enhance performance and adoption of self-service tools.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, or related field preferred.
• Experience leading dealer networks, customers, or distribution operations is valued.
• Knowledge of inventory, order fulfillment, returns, and credit processes.

Responsabilités

• Lead and develop the Dealer Contacts, 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, 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.

Connaissances

Customer focus

Relationship building

Leadership

Coaching

Communication

Problem solving

Process improvement

Data analysis

Formation

Bachelor's degree in Business or related field

Outils

SAP

Microsoft Office

Description du poste

Job Title

Manager, Dealer Satisfaction

Job Category

Sales

Job Description

What 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 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, 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

Who we are:

Hyster-Yale Materials Handling, Inc., designs, engineers, manufactures, sells and services a comprehensive line of lift trucks, aftermarket parts and technology and energy solutions that are transforming the way the world moves materials from Port to Home. As a global leader in the materials handling industry, Hyster-Yale Materials Handling, Inc, has been building relationships with our customers, suppliers, dealers and employees for over 100 years. For more information about a career with Hyster-Yale, please visit hyster-yalecareers.com.

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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Job Type

Permanent

Time Type

Full time

Work Hours

40

Travel Required

10-25%

Primary Location

HY US Avon, IN

Address

10144 Veterans Dr

Zip Code

46123

Field-Based

No

Relocation Assistance Available

No

We 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