About Us!
Napoleon® is an ISO9001 - 2008 registered company and operates with 1,200,000 + square feet of manufacturing space and over 1000 Associates. Corporate Headquarters are in Barrie, Ontario, Canada. We have a dealer and distributor base throughout North America, Europe and Asia. We are North America's largest privately owned manufacturer of quality wood and gas fireplaces (inserts and stoves), gourmet gas and charcoal grills, outdoor living products and heating and cooling products. We are a fast-paced, growing company who is recognized in the industry for quality, innovation, performance and design.
Wolf Steel Ltd. currently has the following opportunity available:
Title: Grills Product Advisor
Reports to: Customer Solutions Team Leader
Based at: Wolf Steel Ltd. 214
Shift: 8:30 a.m. – 5:00 p.m., Monday to Friday
Job Purpose: Provide “Best Customer Service – No Questions Asked” as per corporate guidelines/objectives to existing and new customer base. Handle all inbound inquiries (phone, email, social media etc.) with accuracy and professionalism. Process replacement & parts orders as necessary. Provide general maintenance & troubleshooting guidance to customers while logging relevant information into designated database(s) as required.
Key Responsibilities and Accountabilities:
• Respond to product information inquiries. Answer calls, emails & faxes from consumers, dealers, distributors & sales agents
• Respond to technical inquiries. Visualize and troubleshoot any problems that a consumer or service technician may run into (installations or mechanical problem on equipment already installed)
• Enter replacement parts and warranty orders, producing reports as needed
• Record relevant information from customer
• Accumulate and share product information with team members
• Enter information in product returns systems (Return Authorization)
• Identify and track potential product quality issues and report those (Quality Audit)
• Report necessary revisions to replacement parts manuals, maintain support documents as required, report issues with product websites.
Education and Experience:
•Must have a High School Diploma
• College Certificate/Diploma or University Degree is considered an asset
• Minimum of one (1) providing customer service and experience in contact centre environment
• Must be fluent both oral and written in English and French
• Prior experience manufacturing environment is preferred
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
• Prior experience with Visual or customer service software is considered an asset
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.
We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.
