Dealer Experience Advisor, Bilingual (English/French)

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

📋 Description

• Process orders received via phone, email, and online portals into the computer system.

• Draft and dispatch email order confirmations to dealers.

• Address dealer inquiries regarding invoices, product details, pricing, availability, and shipping status.

• Offer dealers the most accurate estimated time of arrival (ETA) using available resources.

• Work collaboratively with colleagues, supervisors, and teams in accounting, shipping, production, and inventory to resolve dealer issues.

• Manage shipping logistics between internal departments and dealers; prioritize shipments and generate freight credits.

• Issue return authorizations and manage logistics details as well as credits.

• Keep dealer account information current and accurate across all systems.

• Handle both inbound and outbound calls to dealers concerning hearth products and grills.

• Complete assigned projects and training while acquiring product knowledge to provide accurate part information.

• Rectify order entry mistakes by entering memos as needed.

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

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

⛳️ Requirements

• Bilingual proficiency in English and French is required.

• High School Diploma is necessary.

• 1-2 years of experience in customer service is essential.

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Access, Outlook) is expected.

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

• Capability to operate multiple systems and screens concurrently while responding to dealer inquiries on the phone.

🏝️ Benefits

• Competitive compensation and wages.

• Medical, dental, and vision insurance coverage.

• Retirement Savings Plan (RRSP/DPSP) options.

• Tuition reimbursement program.

• Life insurance and disability coverage provided.

• Associate Purchase Programs, product discounts, and in-house sales opportunities.

• Participation in appreciation events, raffles, draws, fundraising activities, BBQs, and competitions.

• Napoleon Cares initiative – associates supporting each other.

• Employee Assistance Plan available.

• Recognition Program to honor employee contributions.

• Access to GOevisits, enabling virtual doctor consultations.