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: Monday to Friday on rolling shifts 8:00 - 16:30, 8:30 - 17:00, 9:00 - 17:30. Weekend work might be required to meet customer demands at our busiest time.
The role involves working with one of our depots and being a customer service contact for each customer at that depot. You will be the first point of contact via telephone or email to handle delivery queries, booking follow-ups, ETAs, and PODs. You will be responsible for maintaining customer service KPIs, escalating issues when necessary, and addressing any repeat problems or KPI underperformance.
You will collaborate closely with our cold stores and transport teams to ensure correct customer service and effective communication. Your key responsibilities include:
1. Planning and coordinating multiple orders daily across several customers.
2. Supporting daily transportation operations, including shipment planning, load consolidation, and import/export processes, while providing support to the Lineage Transportation Team.
3. Maintaining positive relationships with customers.
4. Resolving issues promptly.
5. Collecting and analyzing customer feedback.
6. Setting pickup and delivery appointments based on service and schedule requirements.
7. Facilitating problem resolution and identifying improvement opportunities with customers.
8. Communicating carrier/customer accessorial costs timely.
9. Monitoring carrier performance and suggesting routing changes as needed.
10. Evaluating carrier options and tendering freight based on cost and service requirements.
Ideal candidates will possess:
* Professional customer service and organizational skills.
* Strong attention to detail.
* Excellent verbal and written communication skills.
* Self-motivation and teamwork abilities with initiative.
* Knowledge of warehouse systems and administration skills.
* Good numeracy and literacy skills.
* PC literacy, including MS Office.
* Knowledge of customer care in shipping and transportation.
At Lineage, helping to feed the world is more than a job—it's a purpose we live every day. We are the world's largest and most innovative provider of temperature-controlled logistics solutions, with a global presence spanning over 20 countries and 400 locations. Our mission is to transform the food supply chain, eliminate waste, and help feed the world. Working with us means being part of a team that makes a meaningful impact every day.
Benefits include:
* A permanent position directly with the employer (no agency employment).
* Opportunities for career development within a leading global company.
* Free onsite parking.
* Support for emotional well-being through a 24/7 confidential employee assistance program.
* Competitive pay, paid time off, skills training, and development opportunities.
* Recognition schemes, cycle-to-work scheme, and preferential rates for loans and savings.
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