Job Description

About PFX™

We engineer leading fluid solutions that keep the world moving and we’re building a better future while we do it. As a vertically integrated global powerhouse, we operate 17 manufacturing facilities and 4 R&D centers across the world, delivering performance from lab to road in over 40 countries.

PFX Group™ brings together a family of trusted companies including Recochem, Prestone, Adam’s Polishes, B&B Blending, Kost USA, Ultra Clear, POR and Auto-Chem, each with deep expertise, regional insight, and a shared commitment to engineering excellence.

From automotive and heavy-duty thermal management systems to household and industrial solutions, our products are built for performance, reliability, and a commitment to sustainability. Join us and be part of a team that’s redefining what’s possible in fluid technology.

The Customer Experience Lead -Bilingual is a hands-on CX leader who thrives in complexity, sees friction as opportunity, and uses AI as a force multiplier to elevate every customer interaction. This role blends operational ownership with people leadership: you will guide a high-performing team, manage service metrics end-to-end, and shape how technology transforms the customer journey. With a strong command of CRM platforms, a data-driven mindset, and a commitment to high-integrity operations, you will ensure customers receive fast, accurate, and consistently excellent support while driving continuous improvement across the organization.

Key Responsibilities
• End-to-end CX Operations — Oversee customer interactions from first contact to resolution across phone, email, chat, and portal.
• Team Leadership — Manage KPIs, quality reviews, coaching, scheduling, and escalations.
• CRM Ownership — Maintain accuracy of cases, queues, workflows, and documentation in D365 or Salesforce.
• AI-Enabled Support — Leverage AI tools for triage, drafting, summarization, and knowledge retrieval.
• Cross-Functional Collaboration — Partner with Sales, Ops, Finance, and Legal to drive fast, clean resolutions.
• Data & Insights — Conduct contact driver analysis, identify trends, and present actionable recommendations.
• Continuous Improvement — Identify automation opportunities, expand self-service, and enforce SOP discipline.

Required Skills & Experience

• 5+ Years in Customer Service — Preferably in a complex B2B environment.
• CRM Expertise — Hands-on experience with D365 and Salesforce.
• AI Fluency — Comfortable using AI tools with guardrails.
• Analytical Strength — Ability to move from data → diagnosis → action.
• Communication Excellence — Clear, confident written and verbal communication.
• Leadership Capability — Coaches up, not just manages down.
• Operational Integrity — Accurate documentation, tight SLAs, zero shortcuts.
• Advanced CRM Knowledge — Routing, macros, SLA configuration, knowledge articles.
• Power BI or Dashboarding — Ability to present insights, not just data.
• QA Framework Experience — Familiarity with calibration processes.
• AI Support Implementation — Experience launching or scaling AI-enabled support capabilities.
• Fully bilingual in French and English, with excellent verbal and written communication skills in both languages.

Education

• Bachelor’s degree in business, Communications, Operations, or a related field (or equivalent experience).

Hybrid Position: 3 days a week in office

What We Offer:
• Competitive compensation
• Career growth opportunities – we prioritize internal promotions
• Employer funded retirement plan
• Comprehensive health benefits, including medical and dental coverage and Telemedicine
• Employee Assistance Program (EAP) – confidential support for mental health, financial advice, and more
• Paid vacation and statutory holidays
• Tuition assistance program – support for continued education and professional development
Please note: A pre-employment background check, including a criminal record check, is required.
PFX is proud to be an equal opportunity employer and is committed to fostering a diverse and inclusive workplace.

NOTICE TO EMPLOYEES AND APPLICANTS REGARDING THE USE OF ARTIFICIAL INTELLIGENCE (AI)

Our Commitment to Fairness and Transparency
The PFX Group may use Artificial Intelligence (AI) or Automated Decision Systems (ADS) to assist in certain employment-related processes, such as recruitment and hiring. These tools are intended to support decision-making, not replace human judgment.