{"id":2788865,"url":"https://alion.io/job/lineage-customer-care-representative-hybrid","title":"Customer Care Representative- Hybrid","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":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","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":31000,"max_usd":54000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":79},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-17T17:56:11Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-19T23:09:23Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Workdays are Monday-Friday\nMonday & Friday work from home\nTuesday-Wednesday-Thursday work in the office onsite 8am-4pm\nThe 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.\nAbility to communicate in French and English\n\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.\nWhy Lineage?\nThis 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.\nLineage 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.\nBenefits\nLineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, RRSP matching and paid time off.\nPrivacy Notice (French Version)\nAvis de Confidentialité (Version Française)\n(English version linked at the bottom of the page)","description_format":"text","description_chars":4214,"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":"Upper-Intermediate (B2)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Warehousing","Cold Chain"],"lifecycle":[{"event":"open","at":"2026-10-17T17:56:11Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.836,"p_room":1,"age_days":2,"expected_fill_days":10,"reasons":["conf:6","win:early","comp:junior,brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/lineage-customer-care-representative-hybrid","json_url":"https://alion.io/job/lineage-customer-care-representative-hybrid.json","meta":{"generated_at":"2026-10-20T15:21:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17335,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1865475},"rest":"https://alion.io/mcp/rest/get_company?id=1865475"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flineage-customer-care-representative-hybrid"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flineage-customer-care-representative-hybrid"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flineage-customer-care-representative-hybrid"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lineage-customer-care-representative-hybrid\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flineage-customer-care-representative-hybrid"}]}