At Lineage Logistics, helping to feed the world is more than a job - it’s a purpose we live every day.
Lineage is the world’s largest and most innovative provider oftemperature-controlledlogistics solutions with +20,000 colleagues globally.
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 - 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, ETA’s 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.

• 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.