Bilingual Client Service Specialist

4 weeks ago

Edmonton, Alberta, Canada 4Refuel Full time

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

Position Summary: The Bilingual Client Service Specialist plays a crucial role in delivering exceptional service while adhering to the principles of Total Quality Management (TQM). This position requires a collaborative approach to ensure that both internal and external client needs are met efficiently.

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

Remote Work: This position offers the flexibility of remote work.

Key Responsibilities:

  • Uphold and enhance the high standards of service established by 4Refuel through safe, timely, and cost-effective delivery.
  • Coordinate with operators and the Operations department to ensure seamless service delivery.
  • Utilize dispatch, routing, and CRM software to manage client interactions and service requirements.
  • 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 incidents promptly.
  • Assist operators with route planning, equipment use, and troubleshooting client needs.
  • 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 duties as assigned.

Required Skills and Abilities:

  • Bilingual proficiency in French (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 team members.
  • Experience working in a collaborative team environment.
  • Proficient in MS Word, Excel, and mapping software.
  • Familiarity with various communication tools, including cellular and two-way devices.
  • Solid understanding of Canadian geography and logistics.
  • Professional phone etiquette.
  • Availability for on-call duties and emergency situations.
  • Willingness to participate in a rotating on-call schedule.

Education Requirements:

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

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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