Dealer Experience Advisor Bilingual (English/French)

NAPOLEON; Buckham's Bay West; À distance; CAD 39 000 - 53 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Medical, dental, and vision insurance

RRSP/DPSP

Tuition reimbursement

Life insurance

Product discounts

Employee appreciation

Wellness programs

Go ev visits

Résumé du poste

Napoleon seeks a Dealer Experience Advisor working remotely in Canada, with a 11:30 a.m. to 8:00 p.m. EST schedule, Monday through Friday. You will process orders, answer dealer questions, and coordinate shipping while delivering top-tier dealer service.

The role requires bilingual English/French proficiency, and experience with ERP (Dynamics 365) and CRM systems is a plus. Competitive benefits and ongoing training accompany the position.

Qualifications

• High School Diploma required.
• 1–2 years of customer service experience.
• Proficient in Microsoft Office; ERP (Dynamics 365) and CRM systems are a plus.
• Bilingual English/French is mandatory.
• Ability to manage multiple systems and screens while on the phone.

Responsabilités

• Enter orders in the computer system from phone, email, or portals and send acknowledgements.
• Answer dealer inquiries on invoices, product, pricing, availability, and shipping.
• Provide an excellent dealer experience with accurate ETA using available tools.
• Coordinate with internal departments to inform on issues and expedite shipments.
• Create return authorizations and coordinate with logistics for credits.
• Maintain dealer account information across systems for consistent processes.
• Answer inbound calls and make outbound calls to dealers regarding Hearth and grills.
• Complete assigned projects, training, and product knowledge.
• Input memos to correct order entry errors.
• Build relationships with internal sales to align messaging to dealers.
• Assist dealers with technical questions regarding Mynapoleon.com, Ship early and Co-op portal.

Connaissances

Customer service

Bilingual English/French

Phone support

Formation

High School Diploma

Outils

Microsoft Office

Dynamics 365

CRM systems

Description du poste

Posting Details

• Posted on October 1, 2026

Locations

• WSL214-Barrie 214 214 Bayview Drive Barrie, ON L4N4Y8, CAN
• Remote

Pay or shift range: $38,800 CAD to $53,350 CAD

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Customer Solutions

Full-Time

Requisition #: DEALE004184

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 worldwide 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.

Competitive Benefits

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.