Dealer Experience Advisor Bilingual (English/French)

Wolf Steel Ltd; Barrie; Remote; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Retirement Savings Plan (RRSP/DPSP)

Tuition reimbursement

Life insurance and disability coverage

Employee Assistance Program

Job summary

Napoleon is seeking a Dealer Experience Advisor to work remotely, supporting our dealer network across channels and ensuring timely orders and inquiries are handled with excellence.

You will enter orders, respond to invoices, pricing, and shipping questions, coordinate shipments, and maintain dealer data while collaborating with internal teams.

The role requires bilingual English/French, 1–2 years in customer service, and proficiency with Microsoft Office and ERP/CRM systems.

Qualifications

• High School Diploma required.
• 1–2 years customer service experience.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Experience with ERP (Dynamics 365) and CRM systems is an asset.
• Bilingual English/French required.
• Ability to use multiple systems while on the phone.

Responsibilities

• Enter orders via phone, email and portals; send email order acknowledgements.
• Answer inquiries on invoices, product, pricing, availability and shipping.
• Provide an incredible dealer experience through anticipation and fulfillment of needs.
• Coordinate shipping between internal departments; expedite shipments and create freight credits.
• Create return authorizations; coordinate with logistics and credits.
• Maintain dealer account information across systems.
• Answer inbound calls and make outbound calls to dealers about hearth and grills.
• Complete assigned projects and training; gain product knowledge to advise dealers.
• Input memos to correct order entry errors.
• Build relationships with internal sales for aligned messaging to dealers.
• Assist dealers with technical questions regarding Mynapoleon.com, Ship early and Co-op portal.

Skills

Bilingual English/French

Customer service

Multitask across systems

CRM systems

Microsoft Office

Education

High School Diploma

Tools

Dynamics 365 ERP

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 - Remote

Reports to: Dealer Experience Team Leader - Contract

Hours of work: 11:30 a.m. to 8:00 p.m. EST Time Monday to Friday

Must be bilingual (English/French).

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/French).
• 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 PlanNapoleon 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.