Position Summary

The purpose of this role is to make it easy for clients to do business with Kings by owning the day-to-day client experience end to end; owning the ongoing relationship with existing clients, including

the pipeline maintenance and the credit application process. The role leads and manages the Client Experience team of Coordinators that resolve every inquiry, card issue, and account question quickly and completely.

Duties and Responsibilities

1. Client Relationship Ownership

- Oversee Client Experience and the initial touchpoints the team of Client Experience
- Coordinators have.
- Ensure every client question or concern is acknowledged promptly, and stay with it until a
- resolution is found.
- Support with handling general client inquiries, and own the accuracy of existing client
- records in HubSpot (CRM).
- Resolve operational problems as they are escalated, pulling in other departments when the answer sits outside Client Experience.
- Coordinate new client setup.
- Provide pricing to existing clients.
- Work with BD to conduct formal check-ins with clients on a periodic basis.
- Promptly report changes observed with clients, including risks, growth opportunities, and
- shifts in their business.
- Participate in sales and marketing initiatives that are required in the local community.

2. Cardlock & Fuel Card Administration

- Oversee cardlock and fuel card administration process end to end, supporting the Client
- Experience Coordinators as they own the process.
- Ensure card orders, activations, deactivations, and replacements are coordinated quickly and efficiently, so clients have uninterrupted and reliable access to their accounts.
- Investigate and resolve card issues at the site and account level, and follow up until the client confirms access is restored.
- Keep card records and account linkages accurate so usage, controls, and billing line up.

3. Order, Delivery & Tank Operations

- Support order intake, ensuring orders are entered accurately and promptly.
- Coordinate with Operations on tank install and tank changes to keep fuel supply running smoothly.
- Work with Logistics on scheduling questions and delivery exceptions, keeping client expectations and the operational plan aligned.

4. Credit & Account Administration

- Own the credit application process. The Client Experience Coordinators send and follow up on applications, and the Lead monitors cycle time, removes blockers,



and confirms information is accurate before it moves forward for approval.
- Liaise with AR/Invoicing on billing questions, invoice corrections, and account inquiries.
- Ensure client account, credit, and billing information is kept confidential.
- Follow through on account issues so client accounts stay accurate and in good standing.
- Raise credit risk, account admin concerns, and signs of at-risk accounts (such as dropping volumes, late payments, or competitor activity) early before they build or the account is lost.

5. Leadership, Management & Accountability (LMA)

- Lead, manage, and hold accountable the front-line Client Experience Coordinators.
- Set clear expectations for response times, follow-through, and service standards, and hold
- the team to them.
- Own the processes within scope: document them, keep them current, and improve them
- where friction shows up.
- Give feedback in the moment, correcting missed follow-ups and service gaps the same day, and recognizing strong work just as quickly.
- Bring team measurables to the weekly scorecard and raise issues at department L10 meeting.

Who we are looking for

Skills/Competencies

- A dependable first point of contact. Clients know that when they call you, the question gets
- answered. You pick up the phone instead of letting a thread run for three days.
- Calm when it all lands at once. A card is declined at the pump, a delivery is late, and an
- invoice is being disputed. You decide what gets solved first and keep the rest moving.
- A finisher. You close the loop. Nothing sits in your inbox waiting for someone else to chase it, and the client hears from you before they have to follow up.
- Accurate with detail. Card records, orders, tank information, and account details get entered
- right the first time, because billing and the client both rely on them.
- A leader who coaches. You can hold a Client Experience Coordinator to a standard without
- conflict, give the correction the same day, and give the credit just as fast.
- Clear on the line between service and sales. You spot the opportunity and hand it to
- Business Development.
- You do not negotiate the deal,



and you do not let the opportunity go
- quiet either.
- A process improver. When the same issue shows up three times, you fix the process rather
- than the symptom, and you bring it forward instead of working around it.
- Comfortable with systems. PetroPlus, HubSpot (CRM), cardlock administration platforms,
- and the everyday Microsoft tools are things you have no problem navigating.

Required Qualifications

- Experience leading/managing a team: 2 years minimum
- Client / Customer service: 3-5 years
- Strong written and verbal English language communication skills
- Working knowledge of Microsoft Office (Excel, Word) and Teams
- High attention to detail for accurate data entry and records management
- Legally entitled to work in Canad
- Preferred Qualifications & Experience
- Inside sales: 2 years
- CRM or database administration: 2 years
- Experience in fuel and energy distribution industry, logistics, transport, or similar industrial services workplace
- A combination of education and experience may be considered

We thank you for your interest, but only those selected for an interview will be contacted.

About Us

Kings Energy Group is a growing wholesale bulk fuel distributor with branches located in Alberta, Saskatchewan and Manitoba. Kings is a leading provider of bulk fuel solutions, catering specifically to industrial clients in the segments of transportation, oil and gas, farming, construction, and municipalities. We are committed to delivering high-quality products and exceptional service to meet the unique needs of our clients. Our company runs on EOS, the Entrepreneurial Operating System, which means you will have a clearly defined role, real ownership of your work, and a leader who keeps expectations and priorities clear. You will know exactly what you are accountable for, and you will have the support to do it well. Kings Energy Group is an equal opportunity employer that bases all employment practices and decisions on merit, qualifications, and legitimate business needs, avoiding non-job-related preferential treatment.

Pay: $75,000.00-$80,000.00 per year

Benefits:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Store discount
- Vision care

Experience:

- fuel distribution industry: 1 year (preferred)
- managing a team: 2 years (preferred)
- Customer Service: 3 years (preferred)

Work Location: In person

📌 Client Experience Lead (Lloydminster)
🏢 Kings Energy Group
📍 Lloydminster