Supervisor, Dealer Support

At Yamaha Corporation of America, Dealer Support is more than a service. It is a critical business function that helps our customers operate efficiently and profitably. We are seeking a Supervisor, Dealer Support for our Audio Business Unit who brings proven supervisory experience, strong operational and systems expertise, and a customer-first mindset grounded in B2B business practices. Candidates must understand the real-world impact that order accuracy, shipment timing, and issue resolution have on customers whose projects, resources, schedules, and revenue depend on getting the right products at the right time. The ideal candidate combines strong functional and technical capabilities with the ability to thrive in our collaborative, customer-focused environment while leading a team that delivers exceptional operational support.

Key Accountabilities Include

• Support customer satisfaction and Yamaha’s brand strength
• Contribute to and support achievement of corporate sales and departmental budget
• Ensure achievement of departmental KPI’s and goals while maintaining metrics
• Ensure departmental JSOX compliance
• Attract, engage, and develop team members within the department
• Achieve service delivery expectations through effective order processing oversight

Primary Responsibilities Include

• Resolve escalated issues
• Manage timekeeping and expenses
• Update team metrics
• Create and maintain Oracle modifiers and all documentation for JSOX compliance
• Dealer Support: monitor incoming queue calls
• Support Salesforce case workload
• Process and assist leader with knowledge transfer of order management transactions

Core Functional Competencies

• Brand Ambassador: Serve as a representative of the Yamaha brand
• Business Acumen: Understand how the business works, including how YCA makes money and achieves goals
• Customer/Dealer Problem Resolution: Gather information towards appropriate solutions
• Data Management, Analytics, and Reporting: Use tools to prepare accurate data and generate reports that meet information needs and enable decision-making
• Department Technology and Systems: Understand and can effectively use department technology and systems to perform work
• Process Improvement: Use a systematic approach to close process or system performance gaps through streamlining and cycle time reduction
• Product Knowledge: Possess detailed knowledge of Yamaha’s products and services

Core Behavioral Competencies

• Yamaha Way (Will, Integrity, Initiative, Challenge, Commitment)
• Customer Focus
• Instills Trust
• Drives Results
• Manages Conflict
• Develops Talent
• Ensures Accountability

Qualifications

Ideal

• Proficient in Microsoft Office Suite
• ERP System experience
• CRM experience
• Experience with order processing in customer service/support environment

Preferred

• Experience within a cross-functional, matrix environment
• Experience in expense control, including timekeeping
• Salesforce Dashboard/Reports experience
• Tableau or similar database software experience
• 3+ years' experience with order processing in customer service/support environment; Budget management
• People management

Here’s What We’ll Bring

• Comprehensive benefits package including Medical, Vision, Dental, LTD, Life-Insurance and 401k with match AND automatic contributions
• Performance based bonus program
• Robust employee wellness programs including free music lessons
• Generous Wellness reimbursement program
• Tobacco cessation reward program
• Private concerts from award winning artists
• Discounted hotel, travel, entertainment, and other attractions
• Employee product purchase program
• Casual dress
• Vacation, sick-time and personal floating holidays
• Monthly events, for example -- Bring Your Dog to Work Day, Employee Singing Competitions, Spirit Week and other fun events
• Inclusive and passionate culture
• We foster a culture in which everyone feels welcomed, included, and valued; and recognize that diversity contributes to the success of Yamaha

Compensation

• The hiring range for this position is $72,300 - $85,000 annually + bonus. This is the hiring range and does not include the value of benefits. The hiring range does not reflect total earning potential over time.

• Placement within the salary range will vary based on the candidate’s relevant experience, skills, proficiency, and overall background in relation to the qualifications and requirements of the role.