Dealer Experience Advisor

2 weeks 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 crates memorable moments through our stunning designs and innovative technologies.

**Title**: Dealer Experience Advisor - Alberta
**Hours**: 8:30 a.m. to 5:00 p.m.

**Key Responsibilities and Accountabilities**:

- 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.

**Education and Experience**:

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

**IGNITE YOUR CAREER,**

Some of our competitive benefits include:

- 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

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

**Behaviors**: Preferred
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Enthusiastic: Shows intense and eager enjoyment and interest
- Team Player: Works well as a member of a group

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