Dealer Experience Advisor

Napoleon Products

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.

Posted 6/30/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$38,800 - CA$53,350 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Order EntryProduct KnowledgeReturn Authorization CreationFreight Credit CreationTechnical Support

Soft Skills

CommunicationRelationship BuildingProblem SolvingAnticipation of Customer Needs

Certifications

High School Diploma