Napoleon Products

Bilingual

• Enter orders received by phone, email, and portals into the computer system
• Compose and send email order acknowledgements to dealers
• Answer dealer inquiries about invoices, products, pricing, availability, and shipping
• Provide dealers with the best possible ETA date using available tools
• Collaborate with peers, supervisors, accounting, shipping, production, and inventory teams on dealer issues
• Coordinate shipping between internal departments and dealers
• Expedite shipments and create freight credits when needed
• Create return authorizations and coordinate logistics details and credits
• Maintain and update dealer account information in all systems
• Answer inbound and make outbound phone calls to dealers regarding 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
• Build relationships with the internal sales team to align messaging to dealers
• Assist dealers with technical questions regarding Mynapoleon.com, Ship early, and Co-op portal

Bilingual Dealer Experience Advisor, Spanish – English

Consultant

• Respond to product information inquiries from Consumers & Dealers via phone, emails, and other service channels
• Provide a best-in-class customer experience according to corporate guidelines and objectives
• Enter replacement parts and warranty orders
• Record relevant information in the CRM application
• Achieve contact, order, and CRM volume goals
• Respond to basic technical and troubleshooting inquiries without handoff
• Enter Return Authorizations and Credit Memos
• Maintain a minimum average 80% on call/email quality evaluations
• Enter customer payments and credits
• Report necessary revisions to replacement parts manuals
• Report issues with the product website
• Share new or modified product information with the team
• Help identify and track potential product quality issues through Quality Audit
• Perform tasks in French or an alternate second language when required

Technical Consultant – Grills

• Provide a World Class Customer Experience to existing and new customers
• Handle inbound inquiries by phone, email, chat, social media, and other channels
• Process parts and replacement parts orders
• Provide first-level technical support to dealers and service technicians
• Provide maintenance and troubleshooting guidance to customers
• Identify root causes of installation and mechanical problems and provide detailed resolutions
• Document case information from emails and calls in CRM databases
• Report revisions needed for replacement parts manuals and maintain support documents
• Report product website issues and recommend updates
• Accumulate and share product information with team members
• Identify, track, and report potential product quality issues through Quality Audit
• Enter information into product returns systems and follow up with customers regarding product returns
• Report inspection findings to customers to prevent recurrence
• Complete Hearth NED product training
• Build and maintain relationships with customers, AE, and internal teams
• Report to the Team Leader

Bilingual Dealer Experience Advisor, Spanish – English

Technical Consultant – Grills

Technical Consultant, Hearth