Bilingual Customer Service Specialist

Petro Papa; Mississauga; Hybrid; CAD 60,000 - 65,000; Full time

Job summary

Petro-Canada Lubricants Inc. (PCLI), HF Sinclair company, is seeking a bilingual Customer Service Specialist in Mississauga.

The role covers order management and customer service excellence, coordinating communication from order to fulfillment in collaboration with Sales and Global Supply Chain. You will be the primary contact for customers, handling SAP and iBuy orders, delivering strong service for key accounts, and upholding internal quality procedures.

Qualifications

• At least two years in a customer service role.
• Experience in end-to-end order management preferred.
• Post-secondary education or equivalent considered.
• Bilingual French/English required.

Responsibilities

• Act as the primary point of contact for key accounts and distributors.
• Receive, expedite and process sales orders in SAP or iBuy.
• Coordinate, confirm and communicate deliveries to customers.
• Work with customers, sales reps, production and distribution to fulfill customer requirements.
• Run daily open order reports and monthly billing due lists.
• Resolve order and delivery problems, including returns coordination.
• Provide customers with technical information, data sheets and MSDS as necessary.
• Promote and enforce internal quality procedures and policies.
• Make product and packaging recommendations based on customer queries.
• Manage accounts with special requirements to ensure a strong customer experience.
• Provide peer training and onboarding of new team members through shadowing and coaching.
• Offer subject matter knowledge of Customer Service Systems (iBuy, SAP, Salesforce).
• Ensure training documentation and programs compliance.
• Special assignments or tasks as determined by supervision.

Skills

Bilingual (French/English)

Time management

Customer service

Communication (verbal & written)

Problem solving

Collaboration

Adaptability under pressure

Lubricant knowledge (asset)

Education

Post-secondary education or equivalent

Tools

SAP

iBuy

Salesforce

Job description

Overview

Bilingual Customer Service Specialist position at Petro-Canada Lubricants Inc. (PCLI), an HF Sinclair company. The role is full-time and reports to the Team Lead Customer Service. The specialist is accountable for order management and customer service excellence, coordinating customer communication from order to fulfillment in collaboration with Sales and Global Supply Chain. The specialist is the primary point of contact for customers and will develop from fundamental skills to more complex expertise, enabling a superior customer experience and personal development opportunities.

Responsibilities

• Act as the primary point of contact, providing strong service for key accounts and distributors
• Receive, expedite and accurately process all sales orders in SAP or iBuy to meet customer expectations
• Coordinate, confirm and communicate all deliveries to customers
• Work with customers, sales representatives, production and distribution to fulfill customer requirements, including completion of all appropriate documentation
• Run daily open order reports and monthly billing due lists to ensure all pending orders and invoices are captured
• Resolve order and delivery problems, often with return coordination on behalf of the customer, in a professional and timely manner
• Provide customers with technical information, data sheets, promotional materials and material safety data sheets as necessary
• Promote and enforce internal quality procedures and policies
• Make appropriate product and packaging recommendations based on customer queries
• Manage accounts with special requirements to ensure a strong customer experience
• Provide peer training and onboarding of new team members through shadowing and coaching
• Offer subject matter knowledge of Customer Service Systems (iBuy, SAP, Salesforce) to ensure compliance and full adoption
• Ensure compliance in training documentation and programs
• Special assignments or tasks as determined by supervision

Experience

• Two or more years of experience in a customer service related role
• Experience in end-to-end order management preferred
• Post-secondary education or a combination of education and work-related experience considered

Required Skills

• Fluently bilingual in both verbal and written French and English
• Excellent time management and organizational skills for a fast-paced, high-volume environment
• Strong communication skills, both verbal (phone) and written (email)
• Exceptional customer service focus with the ability to translate customer requests into actionable results
• Adherence to process and drive for operational efficiency
• Collaboration and problem-solving with external and internal partners
• Ability to work under pressure in a fast-paced environment
• Knowledge of lubricant product applications is an asset

Work Conditions

• Office-based role at the Lubricants Corporate office, Mississauga
• In-office from Monday through Thursday with work-from-home option on Fridays
• Our hiring process may incorporate AI tools
• Posting is to fill an existing vacancy
• Salary range: $60,000 to $65,000 annually, based on experience and qualifications

Physical Requirements

Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, talking or hearing, precise hand and finger movements, reaching or grasping. May require visual inspections, lifting/carrying up to 25 lbs, pushing/pulling up to 25 lbs, climbing up to 3 ft, ability to operate and drive all assigned company vehicles with valid state driver’s license and proof of insurance, working in confined spaces, and perceiving color differences.

About HF Sinclair

HF Sinclair Corporation, headquartered in Dallas, Texas, is an independent energy company that produces and markets high-value light products. The company owns and operates refineries across multiple states and licenses the Sinclair brand at numerous locations. HF Sinclair also produces renewable diesel and provides transportation, terminalling, storage and throughput services to its refineries and customers.

Equal Opportunity Employer

HF Sinclair Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other prohibited ground of discrimination.