Dealer Experience Portal Advisor

5 months ago

Barrie, Canada Wolf Steel Ltd. Full time

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-side 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**: DX Portal Advisor
**Reports to**: Dealer Experience Team Leader
**Location**: #214 Bayview Drive, Barrie ON
**Hours of work**: 8:30 a.m. to 5:00 p.m.

**Key Responsibilities**:

- Answer dealer inquiries on invoices, product, pricing, availability, and shipping.
- Work towards providing a positive 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/leadership/marketing/IT and external parties to keep all areas informed if any site issues, interruptions, or outages.
- Create return authorizations for dealers who wish to return product from orders. Coordinate with logistics support, accounting, and sales to arrange details and credits.
- Answer inbound phone calls and make outbound phone calls to dealers and distributors, supporting hearth and grills.
- Complete assigned training. Obtain product knowledge to offer dealers the correct parts for orders.
- Develop Road mapping and supporting documentation. Complete and distribute regularly scheduled reports related to usage, system issues, etc. Prepare ad hoc reporting as required.
- Other duties as required.

**Education & Experience**:

- High School Diploma.
- 1- 2 years customer service experience.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) ERP or CRM use is an asset.
- Project management.
- French language skills an asset.
- Ability to use multiple systems and screens simultaneously while on the phone answering dealer questions.

**Experience**: Required
- 1 year(s): Customer Service

**Behaviors**: Preferred
- Team Player: Works well as a member of a group

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