Put a LIFT in Your Career! Hyster-Yale Group, Inc. (HYG), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Fleet Relationship Manager located in Mooresville, NC HYG designs, engineers, manufactures, sells and services a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. We are one of the global leaders in the Material Handling industry and have been building relationships and partnering with our customers, suppliers, dealers and employees for over 80 years.
HYG is looking for an energetic Fleet Relationship Manager who will have a positive influence on the Fleet Management team. As a Fleet Relationship Manager, the position will act as the "farmer" and consultant for Fleet accounts once they are put on the Fleet program and are responsible for the on-going success, profitability, and retention of those accounts. In doing so, this position will build and maintain the relationship direct with the decision makers and key customer contacts to ensure we understand and are meeting the customer's expectations while managing customer projects, driving continuous improvement to the customer for review and implementation, and generating informative and thought provoking business reviews to be delivered face-to-face to the customer contacts. This position will own the consultative services aspect of Fleet Management. This position will communicate the voice-of-the-customer to the rest of the Fleet team to ensure satisfaction of the customer is recognized throughout the Fleet organization. This position is critical as this person is responsible for the overall success of each assigned customers. This position provides that value-add service of consultative services that differentiates us from other manufacturers. This individual will need to not only have a relationship with the customer, but also with the dealers involved in managing this account to ensure all have a detailed understanding of the customer needs and expectations. This role becomes the ultimate resource providing both Fleet Operations and dealers with the program details necessary to achieve the customer's goals and HYG financial goals. Up to 50% travel as necessary
The successful Fleet Relationship Manager will have the following Key Accountabilities:
Build and maintain strong relationships with key decision makers and key personnel at assigned customer accounts in an effort to understand and meet customer expectations of HYG Fleet Management while being established as a solutions provider providing a value-added service.
Ensure satisfaction, conversion, and retention of accounts through HYG Fleet Management in support of HYG market share objectives.
Account profitability to support AOP Fleet margin objectives.
Gather and analyze fleet data and develop unique ways of easily presenting the data and recommendations to the customer.
Manage the account towards achieving key measureable expectations.
Perform regular customer reviews and provide the consultative services so desired by customers on Fleet Management plan, prepare, and conduct regular customer reviews that illustrate customer expectations, current fleet situation, and opportunities for continuous improvement through cost avoidance or cost reduction recommendations. Reviews should take place face-to-face as necessary.
Maintain implementation documentation and facilitate the setup, dealer training, and customer orientation in a timely and quality fashion.
Ensure Customer Dealer Program Guides are created and maintained with changes effectively communicated
Manage new account implementations in conjunction with the Commercial Support Team.
Act as liaison between customer, National Accounts, and Fleet Operations team to ensure quick resolution to customer issues, adequate communication, efficient processes, and ultimate customer satisfaction leading to increased revenues and acceptable margins.
Increase customer satisfaction while promoting program retention and growth.
Promote use of customer teams to create better communication, solutions, and customer value.
BS Degree required in a Business related discipline. MBA preferred.
5+ years relevant business experience
Product Application and Industry Knowledge
Excellent Computer skills advanced level
Strong customer service, presentation, and communication skills
Analytical/problem solving skills
Advanced PC skills with proficiency in Word, Excel, and Power Point plus SQL queries and Power BI
Competitive Healthcare Benefits medical, vision, dental
Profit Sharing + 401K with company matching
PTO + Vacation
Employee Assistance Program
Hyster-Yale Materials Handling