Customer Service Representative

We are currently recruiting for a Customer Service Care Representative to join our customer support team at our head office located in Heywood.

Working hours are Monday to Friday on rolling shifts 8:00 - 16:30, 8:30 - 1700, 9:00 - 1730. Weekend work might be required to meet customer demands at our busiest time.

The role consists of working with one of our depots and being a customer service contact for each customer at that depot.
You will be our 1st point of contact via telephone or email to deal with delivery queries, chasing of bookings, etas and pods.
Each customer has a service KPI you will be responsible for maintaining that KPI and escalation when necessary any repeat issues and under performance of a KPI.
You will work side by side our cold stores and transport ensuring the customer is serviced correctly and communicating efficiently.

In this role you will:

• Plan and coordinate multiple orders across several customers daily.


• Support the day-to-day transportation operations, including shipment planning, load consolidation, and the import/export process. Provide customer support for Lineage Transportation Team.


• Maintain commitment and positive relationship with customers.


• Resolve any issues


• Collecting and analysing customer feedback


• Set pick up's/delivery appointments based on service and schedule requirements.


• Interface with customer base to facilitate problem resolution and improvement opportunities.


• Ensure carrier/customer accessorial costs are communicated timely.


• Monitor carrier performance and recommend routing changes as needed.


• Evaluate carrier alternatives and tender freight based on cost/service requirements.
  
  Professional customer services and organisation skills


• Strong eye for attention to detail


• Excellent verbal and written communication skills


• Self-motivated, team player with the ability to use own initiative


• Administration skills - Knowledge on warehouse system software


• Good numeracy and literacy skills


• PC Literate including MS


• Knowledge of customer care in shipping and transportation
  
  Lineage is the world's largest and most innovative provider of temperature-controlled logistics solutions with +20,000 colleagues globally., Why Lineage?


We are a global company with more than 22,000 employees spanning 20 countries and more than 400 locations across North America, Europe, Asia-Pacific, and South America.

At Lineage Logistics, we have a shared purpose; we are transforming the food supply chain to eliminate waste and help feed the world. This means 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 our team, you will be a critical link in the food supply chain.

Our shared purpose drives everything we do in all parts of our organisation, from the warehouse floor to the office. Our team members are passionate about the impact they make every single day.


• A permanent opportunity with a direct employer; we will not employ you through an agency


• Opportunity to develop a career


• Monthly Pay


• 5.6 weeks annual holiday plus, the opportunity to earn additional holidays each year up to an extra week after 5 years


• Free onsite car park


• Protective equipment while at work to protect your safety


• Social environment with a team who like to support each other to achieve goals, with recognition schemes, site events such as barbecues and shared spaces to enjoy lunch and rest breaks together


• Support your emotional well-being with access to a 24/7 employee assistance phone line offering confidential free counselling and advice


• Preferential rates for loans and savings offered through exclusive access to a credit union


• Refer new employees and get generous financial reward through our referral scheme, As a Lineage team member, we aim to provide everything you and your family need to thrive. That's why we offer competitive rates of pay, paid time off, skills training, and development opportunities to grow a long and fulfilling career with us - plus generous financial rewards when you successfully refer new employees. This is enhanced by recognition schemes (so that your hard work won't go unnoticed), plus the chance to make your salary go even further with our cycle-to-work scheme and preferential rates for loans and savings courtesy of a leading credit union.