Bilingual Customer Experience - Lead
PFX GroupAbout 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 Role
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).
Work Arrangement
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
Additional Information
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.
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.
About PFX Group
PFX Group (Performance Fluid Experts Group) is a global manufacturer and distributor of high-performance industrial and mobility fluids, with products spanning automotive, heavy-duty, household, and industrial applications. It was formed by Recochem to unify its portfolio of brands, which includes Prestone, Adam's Polishes, POR-15, Auto-Chem, Recochem, Kost USA, and others. The company is vertically integrated, owning the process from formulation development through to distribution.
Interested in this role?
Apply now to join PFX Group.