Job Description

The Customer Operations & Process Excellence Specialist supports the Customer Service & Administration function by enabling operational consistency, documentation discipline, reporting accuracy, and scalable process execution. This role serves as a key operational partner to Customer Service leadership by owning the creation and maintenance of Standard Operating Procedures (SOPs), supporting reporting and metrics validation, coordinating customer communications, and assisting with compliance, automation, and continuous improvement initiatives.

The Specialist focuses on translating direction into execution, ensuring processes are clearly documented, consistently applied, and effectively communicated across teams. The role works cross functionally with Customer Service, Operations, Continuous Improvement, Logistics Engineering, and Administration to support efficiency, accuracy, and a strong customer experience, while remaining firmly embedded within the Customer Service & Administration organization.

KEY DUTIES AND RESPONSIBILITIES

Process Documentation & SOP Management

• Create, maintain, proofread, and update Standard Operating Procedures (SOPs), work instructions, and operational process documentation.
• Ensure SOPs remain current, standardized, and aligned with approved business practices and governance expectations.
• Identify process gaps, inconsistencies, or outdated documentation and escalate improvement opportunities to leadership.
• Support change management by coordinating communication and rollout of updated procedures to impacted teams.
• Maintain version control and documentation discipline in alignment with QMS requirements .

Operational Support & Continuous Improvement Enablement

• Partner with Customer Service leadership to identify operational inefficiencies and support improvement initiatives.
• Assist in documenting current‑state and future‑state workflows for process improvement efforts.
• Support departmental initiatives focused on service quality, productivity, customer experience, and operational consistency.
• Participate in project work related to new processes, tools, or programs, supporting implementation and adoption.
• Enable Continuous Improvement initiatives without owning CI governance or enterprise prioritization.

Reporting, Metrics & Analysis Support

• Coordinate requests for new reports, dashboards, and operational tracking tools in partnership with reporting and analytics teams.
• Prepare recurring and ad hoc operational reports for Customer Service & Administration leadership.
• Analyze customer service and operational metrics to identify trends, risks, and improvement opportunities.
• Track departmental KPIs and support leadership with performance visibility and insights.
• Validate reporting accuracy and escalate discrepancies or data quality concerns as identified.

Customer Communications & Onboarding Support

• Draft and coordinate mass customer communications, operational notices, and service updates.
• Create and maintain customer onboarding documentation, guides, and support materials.
• Ensure customer‑facing communications are clear, accurate, professional, and aligned with company standards.
• Support customer‑facing initiatives that enhance clarity, engagement, and overall customer experience .

Compliance & Governance Support

• Assist with monthly SOX and operational compliance validation activities.
• Review process documentation and controls for completeness, accuracy, and audit readiness.
• Support leadership with maintaining organized compliance‑related records and documentation.
• Identify potential risks, gaps, or inconsistencies and escalate appropriately to leadership.

Automation & RPA Support

• Collaborate with teams to identify repetitive or manual tasks suitable for automation.
• Assist in documenting automation and RPA opportunities, including process requirements and expected benefits.
• Participate in testing, validation, and user acceptance activities for completed automation solutions.
• Provide feedback on automation effectiveness and resulting process improvements, without owning development or prioritization.

QUALIFICATIONS & EXPERIENCE

Required Qualifications

• 3–5 years of experience in customer operations, business operations, administration, process improvement, or a related role.
• Demonstrated experience creating and maintaining SOPs and operational documentation.
• Strong analytical skills with the ability to interpret data and identify trends.
• Advanced organizational and time‑management skills.
• Excellent written and verbal communication skills, with strong attention to detail.
• Proficiency with Microsoft Office tools, particularly Excel and PowerPoint.
• Ability to manage multiple priorities in a fast‑paced, operational environment.
• Experience working cross‑functionally with operational, administrative, or technical teams.

Preferred Qualifications

• Experience supporting customer service or transportation/logistics operations.
• Exposure to SOX compliance, QMS, or operational governance processes.
• Experience defining requirements for KPI dashboards, reporting tools, or analytics platforms.
• Familiarity with continuous improvement methodologies.
• Exposure to automation, RPA initiatives, or process testing/UAT activities .

Key Competencies

• Process discipline and continuous improvement mindset
• Analytical thinking and problem solving
• Attention to detail and documentation rigor
• Clear communication and collaboration
• Initiative and ownership
• Organizational effectiveness and adaptability
• Customer focus and service orientation

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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