Manager, Dealer Satisfaction

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.

• Customer‑focused leader who builds strong relationships and drives exceptional service.
• Effective communicator who can influence, coach, and collaborate across multiple teams.
• Problem solver who thrives in fast‑paced environments and can effectively manage escalated issues.
• Strategic thinker who identifies process improvements and operational efficiencies.
• Leader who develops talent, promotes accountability, and fosters employee engagement.
• Has the ability to lead training initiatives and present information to diverse audiences.

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.
• 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.

• Competitive pay
• Tuition reimbursement
• Supportive work environment
• Hybrid work option
• Opportunities for growth and development
• Paid time off; medical, dental, vision, and life insurance; employer-sponsored profit sharing and 401(k).

• Job Type: Permanent
• Time Type:
  Full time
• Travel Required:
  
  10‑25%
• Primary
  
  Location:
  
  HY US Avon, IN – 10144 Veterans Dr, 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.