Billing & Customer Service Support Specialist

Lineage•Calgary, AB

1d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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