Manager, Dealer Satisfaction

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 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

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