Dealer Team Leader

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 Napoleon product brings to the homes of our customers transcends borders, language, and cultures to elevate everyday experiences, so you love being home.

Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

This posting is for an existing permanent vacancy and is actively being recruited for.

Title: Dealer Experience Team Leader

Reports to: Senior Manager, Dealer Experience

Based at: Wolf Steel Ltd., Barrie ON

The team leader is responsible for overseeing, coaching, mentoring and developing their team members to support our World Class Customer Service vision statement that we are easy to do business with. Provide support to and collaborate with dealers, agents, account executives and leadership from other departments. Ensure resolution of escalated issues within the department. Manage department workload to ensure operational efficiency while meeting or exceeding Key Performance Indicators (KPIs).

Team Leaders represent the department in intra‑department meetings as required. Participate in the development and execution of department business plans, including projects supporting department objectives. Lead by example and promote the company culture and mission.

• Review departmental and individual performance reports on a regular basis to identify trends and issues requiring action or investigation. Deliver measurable and sustainable results by contributing to continuous improvement initiatives.
• Coach staff through one‑on‑ones and side‑by‑sides to provide performance feedback and develop action plans to meet all performance targets and KPIs. Support associates' growth and development.
• Provide ongoing floor support to staff to assist with product and process knowledge and to identify issues. Ensure staff awareness of service levels. Take escalation (second voice) calls and handle technical troubleshooting escalations.
• Attend leadership meetings and conduct team meetings regularly to ensure common understanding of issues and consistency of action. Contribute to the creation of the department’s business plan.
• Perform regular quality listening on all contact channels to assess both customer experience and team performance, as well as to identify customer trends. Attend calibration meetings to ensure consistency in quality listening across the team.
• Manage the incoming queues for all contact channels based on volume and resources.
• Provide process improvement ideas and implement with leadership, other departments and team members to ensure all dealer experiences are top focus.
• Pull and create basic departmental and portal reporting and data with the ability to edit and present information. Leverage the Business Analyst for more complex reporting.
• Approve or deny return material authorizations and credit memos within established guidelines.
• Conduct outgoing calls to dealers for feedback. Optional travel in North America for help with shows or to dealer’s location to build stronger partnerships with our customers.
• Create and edit departmental SOP documents for all manual and system processes. Ability to produce, present and train team on new systems and processes.
• Support recruitment activities in conjunction with Senior Manager and oversee onboarding of new hires.

• High School Diploma/GED, or 3-5 years relevant work experience; post‑secondary courses or college diploma preferred.
• Prior leadership experience in a Customer Service, Call Centre or Technical Support environment is considered an asset.
• Must complete and stay current on all internal product training courses.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) and D365 or equivalent ERP system.
• Good…