Customer Care Representative

Schedule: Day shift: 8:00am – 5pm

The Customer Care Representative plays a critical role on the front line and is responsible for activities such as receiving and entering customer orders, answering phone calls, tracing shipments and responding to inquiries in a prompt and courteous manner. The CCR works closely with all customers, ensuring timely updates of any delays are communicated effectively and professionally in order to achieve customer requirements. The CCR also works closely with the operations teams and other support teams to ensure effective communication.

KEY DUTIES AND RESPONSIBILITIES

• Promotes a culture where Health & Safety is the #1 priority.
• Operates within the Code of Business Conduct, company policies and procedures, and all statutes and legislation governing the workplace.
• Understands and adheres to all Transportation Safety policies and guidelines.
• Ensures compliance with Health & Safety programs and Cold Chain Assurance programs, as directed by terminal management team and regional Health & Safety and Cold Chain Assurance leads
• Process and input all customer orders with accuracy and checking all orders for special requests.
• Co-ordinate/communicate special shipping requests with appropriate operations and support teams.
• Trace orders as required and notify customers of activity regarding their product.
• Ensure proper invoicing of accounts by accurately inputting information and any appropriate accessorial charges.
• Review reports concerning customer service activities, billing information or operational activities.
• Respond to all inquiries and report any customer feedback to the Supervisor
• Handle customer complaints by providing information and solutions within a timely manner
• Participate in Small Customer Initiative program by working with the Supervisor and Sales team to contact small accounts and inquire about their shipping needs and potential business increase.
• Provides the highest levels of service to all customers with whom they interact, whether internal or external, with the goal of continuously improving the customer experience.
• Reviews trips/shipment ETA’s to ensure customer needs are met with regards to pickups and deliveries
• Collaborates effectively with all team members in Transportation, Warehousing, Support teams and Terminal operations to achieve daily objectives.
• Liaises with Customers regarding requests or inquiries as well as collecting all data necessary and inputting into system.
• Follow up/review of any current pick up or delivery issues and communicating effectively with customer.
• Process revisions from customers in a prompt and detailed manner
• Ensures customer specific processes are followed for any exceptions or customer portal requirements
• Review additional charges to customers as required to ensure all charges are correct and being captured.
• Performs other duties as assigned in accordance with the company vision, mission, strategy and culture.

MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)

• 2+ years of experience in a customer service role in a logistics, transportation or warehouse environment
• College diploma and/or University degree and post-secondary education in Business, Warehousing Transportation, Operations Management, or related field an asset
• Training or post-secondary courses in Customer Service an asset
• Personally demonstrates that external (or internal) customers are a high priority.
• Skilled at providing exceptional service over the phone and email. Demonstrates a positive and professional attitude
• Identifies customer needs and expectations and responds to them in a timely and effective manner.
• Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquiries about customer satisfaction with products or services.
• Prioritizes work flow to ensure deadlines are met in a fast-paced environment. Adapts to shifting priorities.
• Detail-oriented with a high level of accuracy.
• Possesses strong problem solving and organizational skills
• Works effectively as part of a team.
• Proficient in Microsoft Office with an emphasis on Word, Excel and Outlook.
• Experience with TruckMate and SalesForce is an asset
• Bilingual in French and English is an asset

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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