Bilingual Client Services Agent

4 weeks ago

Edmonton, Alberta, Canada 4Refuel Full time

Company Overview: 4Refuel is recognized for its dedication to safety and workplace culture, having received accolades such as Top Fleet Employer and Canada's Safest Employers – Logistics & Supply Chain. As the leading mobile refueller in Canada, we have excelled in the direct-to-equipment market for over 25 years.

Position Summary: The Bilingual Client Services Agent plays a crucial role in delivering exceptional service while adhering to Total Quality Management (TQM) principles. This position requires a commitment to teamwork, ensuring that all efforts are directed towards optimizing service efficiency and fulfilling the needs of both external and internal clients.

Working Hours: Tuesday to Saturday, 9:00 AM - 6:00 PM EST.

Remote Work Opportunity:

Key Responsibilities:

  • Enhance and maintain the high service standards established by 4Refuel, ensuring safe, timely, and cost-effective delivery to clients.
  • Coordinate with operators and the Operations department to manage deliveries effectively.
  • Utilize dispatch/routing/CRM software to track client interactions, site locations, and refuelling needs.
  • Organize and plan call-in deliveries, dispatching as necessary.
  • Communicate updates and changes to the Operations and Sales teams regarding client schedules.
  • Process COD delivery requests and manage credit card authorizations as needed.
  • Maintain ongoing communication with clients throughout their fuelling requirements, addressing both positive and negative occurrences.
  • Keep the Operations team and Territory Managers informed of significant issues, reporting non-service incidents promptly.
  • Provide guidance to operators on routes, equipment use, troubleshooting, and client needs.
  • Resolve issues collaboratively with Operations, Sales, and Administration as they arise.
  • Foster strong relationships with clients, operators, and colleagues.
  • Address billing inquiries, including client-related charges and outstanding deliveries.
  • Offer after-hours support to Operations staff via cell phone as required.
  • Engage in continuous self-improvement initiatives.
  • Perform additional related duties as assigned.

Required Skills and Abilities:

  • Bilingual proficiency in French (written and spoken).
  • Excellent interpersonal and communication skills for interacting with both external and internal stakeholders.
  • Ability to manage multiple tasks and maintain composure in high-pressure situations.
  • Strong attention to detail and organizational capabilities.
  • Self-motivated with the ability to inspire and direct operators.
  • Team-oriented mindset.
  • Intermediate to advanced proficiency in MS Word, Excel, and mapping software.
  • Familiarity with various communication devices, including cellular and two-way radios.
  • Solid understanding of Canadian geography, truck/trailer equipment, and GPS tracking.
  • Professional phone etiquette.
  • Availability for 24/7 coverage for emergencies.
  • Willingness to participate in on-call rotations with other representatives.

Education Requirements:

  • Minimum Grade 12 Diploma.
  • Post-secondary education in logistics or related industry experience is advantageous.

We appreciate your interest in this position. Only qualified candidates will be contacted.

4Refuel is committed to fostering a diverse and inclusive workforce. We encourage applications from all qualified individuals and provide accommodations for candidates with disabilities throughout the selection process.

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