Bilingual Customer Service Representative

4Refuel Canada LP

14d•Remote

About The Position

The role of the Bilingual Logistics 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. This is a fully remote role. Working shifts available are: Monday - Friday 11:00am - 8:00pm Est

Requirements

Fluent in spoken and written French and English (the position holder regularly communicates with teams and clients located outside Quebec)
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
Knowledge of a variety of communication devices, i.e.: Cellular,2-Way telephone devices and email
Strong knowledge of Canadian geography, truck/trailer equipment and GPS tracking
Possess good phone mannerism
Accessible 24/7 to handle coverage or emergency situations
Minimum Grade 12 Diploma

Nice To Haves

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

Responsibilities

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