Dealer Experience Advisor

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

Title: Dealer Experience Advisor - (10-month contract) - Remote

Reports to: Dealer Experience Team Leader

Hours of work: 11:30 a.m. to 8:00 p.m. EST Time Monday to Friday

Job Purpose: Work through anticipation and fulfillment of dealer experience desires by providing the highest level of service to all customers. Processing and supporting orders and inquiries received via all channels (email, phone, portals, and chat) inside of the communicated service level expectation.

Key Responsibilities And Accountabilities

• Enter orders in computer system that have been received by phone, email and or portals. Compose and send email order acknowledgements back to dealers.
• Answer dealer inquiries on invoices, product, pricing, availability, and shipping.
• Work towards providing an incredible dealer experience for all customers through anticipation and fulfillment of customer needs. Provide the dealer the best possible ETA date using all available tools.
• Work with peers/supervisor/accounting/shipping/production/ inventory to keep all areas informed if any dealer issues.
• Coordinate shipping between internal departments and dealer. Expedite shipments when needed and create freight credits.
• Create return authorizations for dealers who wish to return product from orders. Coordinate with logistics support to arrange details and credits.
• Maintain and update dealer account information in all systems to ensure proper alignment of processes.
• Answer inbound phone calls and make outbound phone calls to dealers regarding supporting hearth and grills.
• Complete assigned projects and training. Obtain product knowledge to offer dealers the correct parts for orders.
• Input memos to correct order entry errors.
• Create relationships with internal sales team to ensure alignment of messaging to dealers.
• Assist dealers with technical questions regarding Mynapoleon.com, Ship early and Co-op portal.
  
  
  

Education And Experience

• High School Diploma
• 1- 2 years customer service experience
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook). Experience with ERP (Dynamics 365) and CRM systems considered an asset.
• French speaking an asset.
• Ability to use multiple systems and screens simultaneously while on the phone answering dealer questions.
  
  
  

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.