Manager, Dealer Satisfaction

Manager, Dealer Satisfaction

Hyster‑Yale Materials Handling, Inc. – Avon, Indiana

The Manager, Dealer Satisfaction provides leadership over Dealer Contacts, Parts Identification, Latin America (LAM), and Direct Customer Support teams. Responsibilities include order management oversight, escalation handling, cross‑functional collaboration, training delivery, continuous improvement, and performance monitoring to enhance dealer and customer satisfaction.

• Lead and develop the Dealer Contacts, Parts Identification, LAM, and Direct Customer Support teams, providing direction, coaching, performance management, and employee development.
• Oversee order management activities, including 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.

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field preferred; equivalent experience considered.
• 5+ years of experience in distribution, warehousing, customer service, call center, or transaction processing environments.
• 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 customer‑focused teams.
• Ability to manage multiple priorities while maintaining high service levels.
• Experience developing and implementing process improvements.
• Knowledge of warehouse management, distribution, or ERP systems (SAP preferred).
• Bilingual Spanish language skills are a plus.
• Strong verbal and written communication skills; proficiency in Microsoft Office Suite.
• Data analysis and performance management skills.

Competitive pay, tuition reimbursement, hybrid work option, and opportunities for growth and development. Full benefits package includes paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).

Full‑time, 40 hours per week, 10–25% travel required. Located in Avon, IN.

We are an equal opportunity employer with an excellent benefit package including medical, dental, and life insurance, 401(k) and profit sharing. EEO/Minorities/Females/Veterans/Disabled.