Customer Success Manager

4 months ago

Thorold, Canada Stokes Seeds Full time

With over 100 years of experience, Stokes Seeds is a primary distributor of commercial vegetable seeds throughout the US and Canada. We have locations in Thorold Ontario, Holland MI, Buffalo NY, Vineland NJ, LaBelle FL, and Moultrie GA. We partner with trusted growers and vendors for research and trialing, ensuring the confidence of carrying only high-quality products. Featuring an experienced sales team, exciting new varieties from world-class vendors, and exceptional customer service, Stokes Seeds continues to be the seed supplier of choice for growers across Canada and the US.

**Position Summary**

Reporting to the Canadian Sales Manager, this role will be responsible for accurate and courteous responses to customers, sales team, and co-workers regarding all types of orders and inquiries. The Customer Success Manager will be responsible for ensuring the Customer Success Associates are accountable and efficient for their assigned responsibilities and operate in a unified cohesive team atmosphere with customer satisfaction being the driving goal.

**Key Responsibilities**
- Responsible for tracking and monitoring attendance of Customer Success Associates including timecard approvals, time off requests, etc.
- Scheduling the Customer Success team to ensure coverage during the facilities open hours and periods of increased activity requiring overtime management
- Close liaison between the Customer Success team and CDN Sales Manager/Management
- Reporting responsibilities and special projects as assigned by the CDN Sales Manager and management
- Sales support functions as assigned
- Responsibility for customer data management, extraction, and distribution
- Oversight of product complaint process (grower concerns and documentation) with CDN Sales Manager
- Enter sales orders into the computer system
- Contact customers and sales team to resolve issues prior to order shipment
- Move sales documents through a paperless workflow system and resolve issues prior to shipment
- Obtain basic knowledge of the operations and functions of other departments to ensure proper fulfillment of orders
- Resolve customer concerns and complaints in a timely manner to facilitate a satisfactory resolution
- Interact with Customer Success team and work together to complete work efficiently and effectively
- Maintain customer data base
- Compile and send customer waivers to venders
- Maintain pricing information
- Send out communications to customers
- Run reports and gather information for sales team and customers
- Answer the phone when necessary and direct calls accordingly

**QUALIFICATIONS**
- High School Diploma or GED
- Associate degree preferred
- Minimum 2 years of experience in a Customer Service leadership role
- Ability to multitask in a fast-paced office environment with many interruptions
- Good basic accounting/math skills
- Strong organizational skills
- Accuracy and attention to detail
- Excellent communication skills both verbally and in writing
- Team building skills
- Skills in problem solving, conflict resolution, and scheduling

**Job Types**: Full-time, Permanent

Pay: $70,000.00-$80,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Thorold, ON L2V 5B6: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 5 years (preferred)

Work Location: In person

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