[Hiring] Dealer Experience Advisor @Napoleon

Role Description

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.

• 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.

Qualifications

• 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.
• Must be bilingual (English/French).
• Ability to use multiple systems and screens simultaneously while on the phone answering dealer questions.

Benefits

• Competitive Compensation / Wages
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Tuition reimbursement
• Life insurance and disability coverage
• Associate Purchase Programs, Product Discounts, In-house Sales
• Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
• Napoleon Cares – Associates helping Associates
• Employee Assistance Plan
• Napoleon Recognition Program
• GOevisits, virtual doctor visits And more!