Manager, Dealer Satisfaction

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Job Description

What starts withYOUmoves the world!

Hyster-Yale Materials Handling Inca world-class manufacturer of industrial lift trucks has an outstanding opportunity for an exceptional and talentedManager Dealer Satisfaction basedatourAvon 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):

• Bachelors 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 manufacturessellsand services a comprehensive line of lift trucks aftermarket parts and technology and energy solutions that are transforming the way the world moves materialsfrom Port to Home. As a global leader in the materials handling industry Hyster-Yale Materials Handling Inchasbeen building relationships with our customers suppliersdealersand employees for over 100 years. For more information about a career with Hyster-Yale please visit.

What we offer:

Hyster-Yale Materials Handling Incoffers competitive pay tuition reimbursement supportive work environment hybrid workoption and opportunities for growth and development.A fullbenefits package: paid time off; medical dental vision and life insurance employer-sponsored profit sharing and 401(k).

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Job Type

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Travel Required

Primary Location

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Field-Based

Relocation Assistance Available