Bilingual Customer Services Representative

2 months ago

Edmonton, Canada 4Refuel Canada Full time

4Refuel is proud to be recognized for its commitment to safety and culture having been named Top Fleet Employer (2020, 2021), Canada’s Safest Employers - Logistics & Supply Chain (2020, 2021) and certified as a Great Place to Work. As Canada’s largest and most experienced mobile refueller, 4Refuel has dominated the direct-to-equipment market for over 25 years and ranks among the country’s largest fuel buyers.

The role of the Bilingual Client Service Representative is to perform the responsibilities listed below in a positive and professional manner under the guidelines of Total Quality Management (TQM). To ensure, through teamwork, that your efforts are focused on maximizing the efficiency of these functions, while meeting the needs and expectations of both our external and internal clients.
Working hours are 10-7.
Remote Work

**What you will do**:

- Maintain and improve the high quality of service 4Refuel has developed by ensuring safe, timely and cost effective
- delivery to our clients, coordinating with our team of operators and Operations department
- Utilize the dispatch/routing/CRM software available to reference conversations with clients, their site locations, equipment and refuelling requirements
- Planning and organizing of call-in deliveries and dispatch accordingly
- Receive updates and provide details to Operations and Sales teams on scheduled client changes
- Receive and process COD delivery requests and authorize credit card as required
- Maintain communication with the client throughout the duration of their fuelling requirement, communicating both positive and negative occurrences
- Keep the Operations team and the Territory managers updated on significant issues; report any non-service issues as they happen to appropriate parties
- Provide assistance and direction to operators regarding routes, equipment utilization, TouchPC troubleshooting and client's requirements
- Problem solve as issues arise, working with Operations, Sales and/or Administration in order to resolve
- Maintain an excellent relationship with clients, operators and other employees
- billing issues, including client related charges, supplier/pickup, entries, outstanding cash/credit card deliveries
- Provide support to Operations staff after hours and on weekends via Cell phone, as needed
- Develop and maintain an on-going self-improvement program
- Perform other related duties as assigned

**Skills/Abilities Required**:

- Must be Bilingual in French (Written & Spoken)
- Strong interpersonal and communication skills dealing with both external customers and with internal customers at all levels of an organization
- Ability to multi-task and work under the stress of the needs of varied client/internal issues; it is vital to maintain composure in high activity situations
- Strong attention to detail and organization skills
- Must be self-motivated and also have the ability to motivate and direct Operators
- Ability to work in a team environment
- Intermediate to advanced skills in MS Word, Excel, Streets & Trips/Mappoint
- Strong knowledge of Canadian geography, truck/trailer equipment and GPS tracking
- Possess good phone mannerism
- Accessible 24/7 to handle coverage or emergency situations
- Availability to work on-call (via phone) on a rotating basis with other CSR’s (approximately 1 weekend per month)

**Education Requirements**:

- Minimum Grade 12 Diploma
- Post-Secondary education in a logistics program and/or combined industry experience is an asset

Thank you for your interest in applying, only qualified applicants will be contacted.

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