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NP
Dealer Experience Advisor, Bilingual (English/French)
Posted yesterday
About the role
- Remote bilingual Dealer Experience Advisor supporting orders, shipping, inquiries, and portals. Serving dealers for Napoleon, a Canadian home-comfort products manufacturer.
Responsibilities
- Enter orders received by phone, email, and portals into the computer system
- Compose and send email order acknowledgements to dealers
- Answer dealer inquiries about invoices, products, pricing, availability, and shipping
- Provide dealers with the best possible ETA using available tools
- Collaborate with peers, supervisors, accounting, shipping, production, and inventory teams on dealer issues
- Coordinate shipping between internal departments and dealers; expedite shipments and create freight credits
- Create return authorizations and coordinate logistics details and credits
- Maintain and update dealer account information in all systems
- Answer inbound and make outbound calls to dealers regarding hearth and grills
- Complete assigned projects and training; obtain product knowledge to provide correct parts
- Correct order entry errors by inputting memos
- Build relationships with the internal sales team to align messaging to dealers
- Assist dealers with technical questions about Mynapoleon.com, Ship early, and Co-op portal
Requirements
- Must be bilingual (English/French)
- High School Diploma
- 1-2 years customer service experience
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
- Experience with ERP (Dynamics 365) and CRM systems considered an asset
- Ability to use multiple systems and screens simultaneously while on the phone answering dealer questions
Benefits
- 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
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