Member Solutions Advisor delivering tailored financial solutions to members at Tru Cooperative Bank. Handling inquiries through various communication channels in a dynamic contact center environment.
About the role
- 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.
Responsibilities
- 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.
Requirements
- 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.
- Must be bilingual (English/Spanish).
- 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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