The Customer Service Representative (CSR) is the frontline contact for customers, responsible for accurate order entry, proactive communication, and issue resolution. This role ensures a positive customer experience through timely and professional service, while supporting outreach activities for small and medium enterprise (SME) customers as directed by leadership. CSRs are expected to maintain KPI awareness and contribute to team goals.

KEY DUTIES AND RESPONSIBILITIES

Customer Interaction & Order Management

• Enter orders accurately into the TMS system.
• Communicate ETAs, shipment status, and resolve customer inquiries promptly.
• Monitor reports and update TMS, customer portals, and EDI systems for accuracy.
• Provide the highest level of service to all customers with whom they interact, whether internal or external, with the goal of continuously improving the customer experience
• Collaborate effectively with team members and internal teams to achieve objectives

Issue Resolution & Escalation

• Resolve customer concerns and issues and provide customer feedback to leadership.
• Maintain professionalism and empathy in all customer interactions.

Outreach Support

• Assist in outreach activities for SME customers as directed by Team Lead or Senior Team Lead.
• Capture and document lead generation details accurately.

Operational Compliance

• Follow SOPs and service-level agreements to ensure consistency.
• Ensure customer specific processes are followed for any exceptions or customer portal requirements
• Ensure proper use of technology tools (TMS, EDI) for data integrity.

KPI Awareness & Reporting

• Maintain awareness of KPIs such as response time, order accuracy, and CSAT scores.
• Provide input on performance metrics during team huddles.

MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)

• 2+ years of experience in customer service (transportation or logistics preferred).
• Strong attention to detail and problem-solving skills.
• Excellent phone and email etiquette.
• Ability to multitask and prioritize and adapt workflow to ensure deadlines are met in a fast-paced environment.
• Proficiency in Microsoft Office; experience with TMS systems an asset.

Success Profile

• Customer Advocate: Delivers exceptional service and builds positive relationships.
• Detail-Oriented Executor: Ensures accuracy in order entry and documentation.
• KPI Contributor: Supports achievement of team performance metrics.
• Growth Supporter: Assists in outreach initiatives for SME customers.
• Team Player: Collaborates effectively with peers and leadership.

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements. Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.
 
Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all local laws that prohibit workplace discrimination and unlawful harassment and retaliation.  Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status.  We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.

Benefits
Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, RRSP matching and paid time off.

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