Dealer Experience Advisor

This is a fully remote position, open to applicants in Canada.

📋 Description

• Input orders into the computer system received via phone, email, or portals.

• Draft and send email order confirmations to dealers.

• Address dealer inquiries regarding invoices, products, pricing, availability, and shipping.

• Strive to deliver an exceptional dealer experience by anticipating and fulfilling customer needs.

• Provide dealers with the most accurate Estimated Time of Arrival (ETA) using all available resources.

• Collaborate with peers, supervisors, accounting, shipping, production, and inventory to keep all parties informed about dealer-related issues.

• Facilitate shipping coordination between internal departments and dealers.

• Expedite shipments as necessary and generate freight credits.

• Create return authorizations for dealers wishing to return products from their orders.

• Work with logistics support to arrange details and credits.

• Maintain and update dealer account information in all systems to ensure proper process alignment.

• Handle inbound phone calls and make outbound calls to dealers regarding support for hearth and grills.

• Complete assigned projects and training initiatives.

• Acquire product knowledge to provide dealers with the correct parts for their orders.

• Input memos to rectify order entry errors.

• Build relationships with the internal sales team to ensure consistent messaging to dealers.

• Assist dealers with technical inquiries related to Mynapoleon.com, Ship Early, and Co-op portal.

⛳️ Requirements

• High School Diploma.

• 1-2 years of customer service experience.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).

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

• Must be bilingual (English/Spanish).

• Ability to use multiple systems and screens simultaneously while responding to dealer inquiries over the phone.

🏝️ 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, BBQs, Competitions.

• Napoleon Cares – Associates helping Associates.

• Employee Assistance Plan.

• Napoleon Recognition Program.

• GOevisits, virtual doctor visits.