Workdays are Monday-Friday Monday & Friday work from home Tuesday-Wednesday-Thursday work in the office onsite 8am-4pm Base Pay $24/hr 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. Ability to communicate in French and English 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. Privacy Notice (French Version) Avis de Confidentialité (Version Française) (English version linked at the bottom of the page) More vacancies in the Netherlands Not sure which role is right for you? Let us do the work! Share your contact information and a resume or CV. A member of our recruiting team will reach out to you to explore roles we think could be a good match. At Lineage, we have a shared purpose: We are transforming the food supply chain to eliminate waste and help feed the world. Our shared purpose drives everything we do in all parts of our organization, from the warehouse floor to the corner office. The work we do is noble, and our team members are passionate about the impact they make every day. Working at Lineage is not just a job – it’s an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of the Lineage Logistics team, you are a critical link in the food supply chain. If you are having trouble applying, contact our Human Resources team here: Contact Us | Lineage Logistics At Lineage Logistics, helping to feed the world is more than a job – it’s a purpose we live every day. Lineage is one of the world’s leading temperature-controlled logistics companies. Driven by our core values, we’re reimagining the global food supply chain. Lineage helps customers ranging from Fortune 500 companies to small family-owned businesses increase the efficiency and protect the integrity of their temperature-controlled supply chain. In recognition of the company’s leading innovations, Lineage was recognized as the No 1. Data Science company on Fast Company’s annual list of the World’s Most Innovative Companies in 2019, in addition to ranking 23rd overall in an evaluation of thousands of companies worldwide. As part of the Lineage family, you’ll have the opportunity to grow your career as we continually expand, using technology and award-winning innovations, to meet the needs of customers around the world.

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