Billing & Customer Service Support Specialist

Benefits

Additional Information

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

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