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About 4Refuel
4Refuel is a leading provider of mobile refueling services, recognized for its commitment to safety and culture. As a Top Fleet Employer and Canada's Safest Employers – Logistics & Supply Chain, we prioritize the well-being of our employees and customers.
Job Summary
We are seeking a highly skilled and bilingual Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our clients, ensuring timely and cost-effective delivery of our services.
Key Responsibilities
- Maintain and improve the high quality of service by ensuring safe, timely, and cost-effective delivery to clients, coordinating with our team of operators and Operations department.
- Utilize dispatch/routing/CRM software to reference conversations with clients, their site locations, equipment, and refueling requirements.
- Plan and organize 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 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 requirements.
- Problem solve as issues arise, working with Operations, Sales, and/or Administration to resolve.
- Maintain an excellent relationship with clients, operators, and other employees.
- Perform other related duties as assigned.
Requirements
- Must be Bilingual in French (Written & Spoken).
- Strong interpersonal and communication skills dealing with both external customers and 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.
- Knowledge of a variety of communication devices.
- 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.
Education Requirements
- Minimum Grade 12 Diploma.
- Post-Secondary education in a logistics program and/or combined industry experience is an asset.
