Napoleon Products

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consultant

Napoleon Products is a worldwide manufacturer of premium barbecues, fireplaces, heating and cooling systems, and outdoor living products, supplying consumers and dealers across many international markets. The company focuses on outdoor cooking and home heating solutions and distributes its products through regional dealers, retail channels, and online presence.

• Provide a World Class Customer Experience to existing and new customers
• Handle inbound inquiries by phone, email, chat, social media, and other channels
• Process parts and replacement parts orders
• Provide first-level technical support to dealers and service technicians
• Provide maintenance and troubleshooting guidance to customers
• Identify root causes of installation and mechanical problems and provide detailed resolutions
• Document case information from emails and calls in CRM databases
• Report revisions needed for replacement parts manuals and maintain support documents
• Report product website issues and recommend updates
• Accumulate and share product information with team members
• Identify, track, and report potential product quality issues through Quality Audit
• Enter information into product returns systems and follow up with customers regarding product returns
• Report inspection findings to customers to prevent recurrence
• Complete Hearth NED product training
• Build and maintain relationships with customers, AE, and internal teams
• Report to the Team Leader

Technical Consultant, Hearth

Technical Consultant supporting customers, dealers, and technicians with Napoleon Hearth product troubleshooting and orders. Remote role handling technical inquiries, CRM documentation, and product quality follow-up.

• Respond to product information inquiries from consumers and dealers via phone, email, and other service channels
• Provide best-in-class customer experience according to corporate guidelines and objectives
• Enter replacement parts and warranty orders and record relevant information in the CRM application
• Achieve contact, order, and CRM volume goals
• Respond to basic technical and troubleshooting inquiries without handoff
• Enter Return Authorizations and Credit Memos
• Maintain a minimum average of 80% on call/email quality evaluations
• Enter customer payments and credits
• Report revisions needed for replacement parts manuals and issues with the product website
• Share new or modified product information with the team
• Help identify, track, and report potential product quality issues through Quality Audit
• Report to the Team Leader, Technical Consultant, Grills

Technical Consultant, Grills

Technical Consultant supporting Napoleon’s innovative grill products and customers through remote phone, email, and service-channel assistance.
Processing warranty orders, troubleshooting basic gas and electrical issues, and maintaining CRM and quality records.

bilingual

• Respond to product information inquiries from consumers and dealers via phone, email, and other service channels
• Provide entry-level technical and troubleshooting support for grills
• Enter replacement parts and warranty orders in the CRM application
• Achieve contact, order, and CRM volume goals
• Enter Return Authorizations and Credit Memos
• Maintain an average of at least 80% on call/email quality evaluations
• Enter customer payments and credits
• Report revisions needed for replacement parts manuals and issues with the product website
• Share new or modified product information with the team
• Identify and track potential product quality issues and report them through Quality Audit

Bilingual Technical Consultant, Grills

Bilingual technical consultant supporting Napoleon’s innovative grill customers and dealers remotely. Handling product inquiries, troubleshooting, warranty orders, CRM records, and quality feedback.

advisor

• Enter orders in computer system that have been received by phone, email and or portals.
• Compose and send email order acknowledgements back to dealers.
• 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.
• Assist dealers with technical questions regarding Mynapoleon.com, Ship early and Co-op portal.

Dealer Experience Advisor

Dealer Experience Advisor providing top-tier service and support to dealers for order processing and inquiries. Responsible for maintaining dealer experience and coordinating logistics effectively.

• Effectively responding to product information inquiries from Consumers & Dealers via phone, emails & other service channels at an entry level
• May perform tasks in French or alternate 2nd language
• Enter replacement parts and warranty orders, record relevant information in CRM application
• Achieves contact, order and CRM volume goals
• Respond to basic technical & troubleshooting inquiries without the need for handoff
• Able to enter Return Authorizations and Credit Memos
• Maintains minimum average 80% on call/email quality evaluations
• Enter customer payments and credits
• Report necessary revisions to replacement parts manuals, and report issues with our product website.
• Shares new or modified product information with team
• Helps identify and track potential product quality issues and report through Quality Audit.

Bilingual Technical Consultant managing product inquiries via calls and emails for Napoleon. Requires technical understanding of grill functionality and customer service experience.

Napoleon Products

Open jobs

5 jobs found

Technical Consultant, Hearth

Napoleon Products

Technical Consultant, Grills

Napoleon Products

Bilingual Technical Consultant, Grills

Napoleon Products

Dealer Experience Advisor

Napoleon Products

Bilingual Technical Consultant, Grills

Napoleon Products