Bilingual Dealer Experience Advisor (Spanish and English)

Wolf Steel Ltd; Barrie; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

RRSP/DPSP retirement plan

Tuition reimbursement

Life insurance

Job summary

Napoleon Group of Companies in Ontario is seeking a Dealer Experience Advisor (Bilingual English/Spanish) to deliver exceptional service to our dealer network, processing orders and inquiries across email, phone, portals and chat within established SLAs.

You will coordinate with internal teams such as sales, shipping and accounting to ensure accurate orders, timely shipping, and a positive, seamless dealer experience.

Qualifications

• High School Diploma required.
• 1-2 years customer service experience preferred.
• Proficient in Microsoft Office; ERP (Dynamics 365) and CRM systems a plus.
• Bilingual English/Spanish required.

Responsibilities

• Enter orders by phone, email or portals and send order acknowledgements.
• Answer dealer inquiries on invoices, product availability, pricing, and shipping.
• Provide an exceptional dealer experience through anticipation and fulfillment of needs.
• Coordinate with accounting/shipping/production/inventory to resolve dealer issues.
• Coordinate shipping between internal departments and dealers; expedite shipments as needed.
• Create return authorizations and arrange credits with logistics support.
• Maintain dealer account information across systems for accurate processes.
• Answer inbound calls and make outbound calls to dealers regarding products and support.
• Input memos to correct order entry errors and ensure messaging aligns with sales.
• Assist dealers with technical questions regarding Mynapoleon.com and related portals.

Skills

Customer service

Multitasking

Communication

Education

High School Diploma

CRM experience

Tools

Microsoft Office

Dynamics 365

CRM systems

Job description

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-wide 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 Advisor (Bilingual English/Spanish)

Reports to: Dealer Experience Team Leader

Hours of work: 8:30 a.m. to 5:00 p.m. EST Time Monday to Friday

Must be bilingual (English/Spanish).

Job Purpose:

Work through anticipation and fulfillment of dealer experience desires by providing the highest level of service to all customers. Processing and supporting orders and inquiries received via all channels (email, phone, portals, and chat) inside of the communicated service level expectation.

Key Responsibilities And Accountabilities

• 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.

Education And Experience

• 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.

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.