Dealer Experience Expediting Coordinator

3 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 creates memorable moments through our stunning designs and innovative technologies.

**Title**: Dealer Experience Expediting Coordinator
**Reports to**: Dealer Experience Team Lead
**Hours of work**: 8:30 a.m. to 5:00 p.m.

**Job Purpose**: Responsible for the day-to-day supporting functions of orders within the Dealer Experience Team. These supporting functions include: Escalated Order Issues, Goods Returned, ETA dates, Order Exceptions, Internal queue owner, Aged Orders, 30 Day Aged Orders, and Proactive ETA. This role ensures that these order issues are resolved expeditiously.

**Key Responsibilities and Accountabilities**:

- Must proactively action order queues
- Assist the internal cross departmental team with order issues and errors
- Run ERP reports to proactively watch and correct order fields
- Coordinate the workflow of proactive ETA with customers and sales team
- Daily, the Expediting Coordinator will meet with the manager of Dealer Experience to ensure and understand the priorities
- Will be responsible to provide feedback to leadership in regard to averages based on order errors of the team
- Work with logistics and inventory to ensure customer defaults are set up and maintained correctly
- Will handle manual allocation
- Will create, manage, and maintain all promotional order processes
- Track and Trend monthly analysis of all issues

**Education and Experience**:

- High School Diploma
- 2-4 years customer service experience
- Excel level 4-8 (intermediate), training or teaching course
- Advanced skills in Microsoft Office (Word, Excel, PowerPoint, Outlook), ERP, CRM or Live chat is required.
- French speaking and training experience is an asset. Ability to use multiple systems and screens simultaneously while on the phone answering dealer questions.

**Skills**: Required
- Microsoft Office

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