Dealer Experience Advisor

Napoleon•Barrie, ON

1d•CA$38,800 - CA$53,350•Remote

About The Position

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.

Requirements

High School Diploma
1- 2 years customer service experience
Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).
Must be bilingual (English/Spanish).
Ability to use multiple systems and screens simultaneously while on the phone answering dealer questions.

Nice To Haves

Experience with ERP (Dynamics 365) and CRM systems considered an asset.

Responsibilities

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.