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Bilingual Client Service Specialist
3 months ago
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 been a dominant force in the direct-to-equipment market for over 25 years.
Position Summary: The Bilingual Client Service Specialist is responsible for executing the duties outlined below with professionalism and positivity, adhering to the principles of Total Quality Management (TQM). This role emphasizes teamwork to enhance the efficiency of operations while fulfilling the expectations of both internal and external clients.
Working Hours: Tuesday to Saturday, 9:00 AM - 6:00 PM EST.
Remote Work: This position allows for remote work flexibility.
Key Responsibilities:
- Uphold and enhance the exceptional service quality that 4Refuel is known for by ensuring safe, timely, and cost-effective delivery to clients.
- Coordinate with operators and the Operations department to facilitate efficient service.
- Utilize dispatch, routing, and CRM software to track client interactions, site locations, and refuelling needs.
- Plan and organize delivery schedules based on client requests.
- Communicate updates and changes to the Operations and Sales teams regarding client schedules.
- Process COD delivery requests and manage credit card authorizations as necessary.
- Maintain ongoing communication with clients throughout their fuelling needs, addressing both positive and negative developments.
- Keep the Operations team and Territory Managers informed of significant issues and report non-service matters promptly.
- Assist operators with route planning, equipment usage, and troubleshooting client requirements.
- Resolve issues as they arise by collaborating with Operations, Sales, and Administration.
- Foster strong relationships with clients, operators, and colleagues.
- Address billing inquiries, including client charges and outstanding deliveries.
- Provide after-hours support to Operations staff as needed.
- Engage in continuous self-improvement initiatives.
- Perform additional related duties as assigned.
Required Skills and Abilities:
- Bilingual proficiency in French (both written and spoken).
- Excellent interpersonal and communication skills for engaging with both external and internal stakeholders.
- Ability to manage multiple tasks and maintain composure in high-pressure situations.
- Strong attention to detail and organizational skills.
- Self-motivated with the ability to inspire and guide operators.
- Capability to work effectively in a team-oriented environment.
- 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 and trailer equipment, and GPS tracking systems.
- Professional phone etiquette.
- Availability for 24/7 coverage for emergencies.
- Willingness to participate in an on-call rotation with other CSR team members.
Education Requirements:
- Minimum of a Grade 12 Diploma.
- Post-secondary education in logistics or relevant industry experience is an asset.
We appreciate your interest in this position. Only qualified candidates will be contacted.
4Refuel is committed to diversity and inclusion in the workplace and encourages applications from all qualified individuals. We provide accommodations for candidates with disabilities throughout the selection process.
