Bilingual Customer Success Associate

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 providing prompt, courteous, and knowledgeable service to customers and the Sales department in French and English. They will be responsible for handling customer complaints, inquiries, and orders. The Bilingual Customer Success Associate will meet and exceed personal sales objectives by pursuing customers and developing a network of contacts through which prospective customers are obtained, thus leading to future sales.

**Key Responsibilities**
- **Sales Department Support**_
- Research previous years’ sales to provide information for allocation and prorates
- Provide general support and information for Territory Managers
- Update Territory Managers with item information such as shortages, prorates, and general availability
- Support sales department communications via electronic, written, and verbal forms
- Provide support for Tradeshows as needed
- Assist with sales meetings
- Assist in preparation of vegetative pricing for next season
- Research and assist in retrieving sales data from previous season
- **Customer Support**_
- Provide customers with order information including: item shortages, balances due, credits on orders, order processing status, shipping status and information, and credit card status
- Provide customers with basic product information
- Assist customers with standard account-related requests, website orders and issues, and general order-related problems
- Handle customer complaints
- Print and send customer booking forms and other communications
- Process simple customer service orders
- Understand company confidentiality when sharing information with customers
- Organize, research, and maintain file systems for customer product concern
- **Order Entry**_
- Take customer orders by telephone, fax, and website, entering into Business Central
- Ensure accuracy of order entry, check item notes for any shortcomings, and correctly route orders (looking up shipping charges where necessary)
- Enter phone and mail catalogue requests
- **Order Management**_
- Process web orders
- Manage the order queue, release orders
- Release and cancel backorders processing credits where applicable
- Track and trace through Stokes and courier websites
- Process cancellations: prepare order cancellation-related information and credit/refund paperwork to send to Warehouse
- Complete return paperwork once product is received back in the warehouse
- Sort and file packing slips and originals and pull packing slips as requested
- Enter and expedite delivery of rush orders
- Prepare returns in Business Central
- Process credits and file claims for lost or damaged shipments with courier and post office
- **Other Duties**_
- Contact other departments for product-specific information
- Manage the credit card exception, contacting customers regarding a declined credit card
- Waivers - Understand and follow correct procedures for product requiring waivers, organize and maintain files for waivers
- Switchboard Coverage - answer and direct calls appropriately
- Understand material status - warehouses, bulk inventory, lot notes, item notes
- Updates item availability based on updates from material control as needed
- Other duties as assigned by the Customer Support Supervisor
- Service commercial accounts as required
- Run label programs and complete collateral mailings
- Maintain up to date horticulture information in the library
- Prepare GMO letters as needed
- Assist with catalogue and newsletter proofreading
- Some packaging duties as assigned
- Other duties as assigned

**QUALIFICATIONS**
- Completion of Secondary School Education with some business emphasis
- A post secondary certificate or diploma in a related field preferred
- Fluency in French and English required
- Horticulture background preferred
- Working knowledge of Business Central an asset
- External knowledge of suppliers
- Strong customer service and troubleshooting skills
- Exceptional conflict resolution, negotiation, and objection handling skills
- Highly flexible with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Ability to effectively communicate both verbally and in writing in French and English
- Ability to complete tasks in a professional manner
- Ability to work well under pressure and deadlines
- Strong attention to