{"id":1432012,"url":"https://alion.io/job/lineage-customer-care-representative-2","title":"Customer Care Representative","company":{"id":1865475,"name":"Lineage","domain":"onelineage.com","url":"https://alion.io/company/onelineage","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Calgary, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":62000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":61},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-08-09T00:00:00Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-10-01T01:37:55Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"description":"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\nCustomer Interaction & Order Management\nEnter orders accurately into the TMS system.\nCommunicate ETAs, shipment status, and resolve customer inquiries promptly.\nMonitor reports and update TMS, customer portals, and EDI systems for accuracy.\nProvide 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\nCollaborate effectively with team members and internal teams to achieve objectives\nIssue Resolution & Escalation\nResolve customer concerns and issues and provide customer feedback to leadership.\nMaintain professionalism and empathy in all customer interactions.\nOutreach Support\nAssist in outreach activities for SME customers as directed by Team Lead or Senior Team Lead.\nCapture and document lead generation details accurately.\nOperational Compliance\nFollow SOPs and service-level agreements to ensure consistency.\nEnsure customer specific processes are followed for any exceptions or customer portal requirements\nEnsure proper use of technology tools (TMS, EDI) for data integrity.\nKPI Awareness & Reporting\nMaintain awareness of KPIs such as response time, order accuracy, and CSAT scores.\nProvide input on performance metrics during team huddles.\nMINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)\n2+ years of experience in customer service (transportation or logistics preferred).\nStrong attention to detail and problem-solving skills.\nExcellent phone and email etiquette.\nAbility to multitask and prioritize and adapt workflow to ensure deadlines are met in a fast-paced environment.\nProficiency in Microsoft Office; experience with TMS systems an asset.\nSuccess Profile\nCustomer Advocate: Delivers exceptional service and builds positive relationships.\nDetail-Oriented Executor: Ensures accuracy in order entry and documentation.\nKPI Contributor: Supports achievement of team performance metrics.\nGrowth Supporter: Assists in outreach initiatives for SME customers.\nTeam Player: Collaborates effectively with peers and leadership.\nPourquoi Lineage ?\nC'est un excellent poste pour commencer votre carrière au sein de Lineage ! Le succès dans cette fonction permet d'obtenir des responsabilités plus importantes et des promotions ! Une carrière chez Lineage commence par l'apprentissage de notre entreprise et de la manière dont chaque membre de l'équipe joue un rôle chaque jour pour satisfaire les exigences de nos clients. En outre, vous nous aiderez à grandir et à apprendre tout au long de notre parcours pour devenir le meilleur employeur de notre secteur. Nous vous demanderons votre avis et veillerons à ce que nous fassions tout ce qui est en notre pouvoir pour vous faire évoluer et vous impliquer dans la croissance de notre entreprise. Travailler chez Lineage est stimulant et agréable. Nous valorisons le respect et nous nous soucions des membres de notre équipe.\nLineage est un employeur qui offre l'égalité des chances en matière d'emploi et s'engage à respecter toutes les lois locales qui interdisent la discrimination sur le lieu de travail, le harcèlement illégal et les représailles. Lineage ne discriminera aucun candidat sur la base de la race, de la couleur, de l'âge, de l'origine nationale, de la religion, d'un handicap physique ou mental ou de tout autre statut protégé. Nous nous engageons à offrir à tous un lieu de travail diversifié et inclusif. Si vous êtes contacté(e) pour une opportunité d'emploi, veuillez nous informer de tout aménagement nécessaire pour garantir un accès juste et équitable tout au long du processus de recrutement et de sélection.\nLes avantages\nLineage offre un environnement de travail sûr, stable et fiable, des prestations d'assurance médicale, dentaire, vie et invalidité de base, l'abondement d'un REER et des congés payés.\nPrivacy Notice (French Version)\nAvis de Confidentialité (Version Française)\n(English version linked at the bottom of the page)","description_format":"text","description_chars":4406,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics"],"lifecycle":[{"event":"open","at":"2026-09-29T01:41:05Z"}],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.082,"p_room":0.28,"age_days":52,"expected_fill_days":3,"reasons":["conf:0","wave","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-09-30T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/lineage-customer-care-representative-2","json_url":"https://alion.io/job/lineage-customer-care-representative-2.json","meta":{"generated_at":"2026-10-01T05:00:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4641,"day_limit":5000,"remaining_today":359,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}