Manager, Dealer Satisfaction

About the role

Hyster-Yale Materials Handling, Inc, is seeking a Manager, Dealer Satisfaction to join our team at our Avon, Indiana facility. This position leads and develops teams responsible for dealer contacts, parts services, parts identification, Latin America (LAM), and direct customer support.

Responsibilities

• 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.

Requirements

• A bachelor's degree in Business, Supply Chain, Logistics, or a related field preferred.
• Equivalent combination of education and related experience will be considered.
• 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.

Skills & Abilities

• 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.

Qualifications

• One who has the ability to lead training initiatives and present information to diverse audiences.

What We Offer

• Competitive pay.
• Tuition reimbursement.
• Supportive work environment.
• Hybrid work option.
• 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).

Benefits

• Paid time off.
• Medical, dental, and life insurance.
• Employer-sponsored profit sharing and 401(k).

Company Information

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.

Equal Opportunity Employer

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