The Billing & Customer Service Support Specialist is a key operational role within the Customer Service & Administration function. Reporting to the Manager, Administration, this position is responsible for executing high-volume transportation billing, invoice processing, customer portal management, and administrative controls, while providing flexible support to Customer Service operations as required.

The role ensures invoices are processed accurately and on time, documentation is complete, billing exceptions are identified and resolved, and customer-facing administrative requirements are handled with speed and professionalism.
Working cross-functionally with Customer Service, Transportation Operations, Billing, IT, Integrations, and Master Data teams, this role supports billing accuracy, customer experience, and operational continuity in a high-volume environment.

KEY DUTIES AND RESPONSIBILITIES

Billing Administration & Email Monitoring

• Monitor assigned billing and customer service inboxes, ensuring timely review and response
• Identify and resolve missing invoice files, including reprinting from Truckmate/Trimble
• Maintain structured and organized billing records and documentation
• Process high-volume transportation invoices in accordance with schedules and customer-specific requirements

Invoice Processing, Distribution & Documentation

• Prepare, validate, and distribute invoices, including summary billing and customer-specific invoice packages
• Execute customer-specific delivery methods (email, portal upload, or printed batches)
• Generate invoice summaries and required supporting documentation using applicable systems
• Identify missing documentation, discrepancies, or invoices requiring credit/rebill action
• Coordinate with internal stakeholders to resolve documentation gaps and processing delays

Customer Portal Management

• Upload invoices and supporting documentation to customer portals accurately and on time
• Manage portal requirements, including approval tracking, POD compliance, and variance thresholds
• Monitor portal status and ensure timely escalation of issues

Billing Systems & Integration Validation

• Review daily billing files, integration outputs, and system-generated registers
• Process and validate invoice integrations between operational systems and finance platforms
• Identify failed invoices or system errors and coordinate timely resolution
• Partner with IT and support teams to troubleshoot system or data issues

Customer Service Support & Operational Coverage

• Provide flexible support to Customer Service during peak periods or coverage gaps
• Enter, update, and validate customer orders in the TMS as required
• Communicate shipment status, ETAs, invoice updates, and exceptions to customers
• Respond to customer inquiries related to billing, documentation, and orders
• Support issue resolution through data validation and escalation

Exception Management & Cross-Functional Coordination

• Investigate billing discrepancies, missing documentation, and failed invoice processing
• Escalate issues to appropriate internal teams
• Provide updates when issues impact invoicing accuracy or customer experience
• Track recurring issues and support root cause identification

SOP, Compliance & Process Maintenance

• Follow established SOPs, customer requirements, and internal control standards
• Maintain and update documentation for billing workflows and portal requirements
• Ensure consistent and compliant use of systems
• Support audit readiness through accurate record.

Process Support & Continuous Improvement

• Identify recurring errors and inefficiencies in workflows
• Support SOP maintenance and operational consistency
• Contribute to improving accuracy and turnaround time

QUALIFICATIONS & EXPERIENCE

Required Qualifications

• 1–2 years of experience in administration, billing, logistics, or customer service
• Strong attention to detail and ability to manage high-volume processing
• Ability to prioritize tasks and meet deadlines in a fast-paced environment
• Strong communication and interpersonal skills
• Customer-focused mindset with professional communication skills
• Proficiency in Microsoft Office (Excel required)
• Experience with transportation or billing systems preferred

Success Profile

• Delivers accurate, timely, and complete invoice processing and documentation
• Provides responsive and professional customer support
• Maintains structured records and strong follow-up discipline
• Collaborates effectively across teams
• Demonstrates process discipline while identifying improvements
• Balances billing execution with flexible customer service support

Why Lineage?

This 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.

Lineage 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.

Benefits
Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, RRSP matching and paid time off.

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