Customer Experience Specialist

Full-Time

Individual Contrib

Tacoma, WA, US

Salary Range: $20.50 To $30.80 Hourly

Customer Experience Specialist

Carlile Transportation | Tacoma, WA

Deliver Exceptional Service. Build Strong Relationships. Make an Impact.

At Carlile Transportation , we do more than move freight—we connect businesses and communities across Alaska and North America. As a trusted leader in transportation and logistics, we are committed to delivering outstanding service while living our core values of Safety, Integrity, Teamwork, Stewardship, and Excellence .

We are seeking a highly motivated Customer Experience Specialist to join our team in Tacoma, Washington . This role is ideal for a customer-focused professional who enjoys solving problems, building relationships, and serving as a critical link between customers and operations.

If you thrive in a fast-paced environment and are passionate about delivering exceptional service, we'd love to hear from you.

About the Role

As a Customer Experience Specialist , you will be a key point of contact for customers, helping ensure a seamless experience from shipment pickup through final delivery. You will work closely with customers, operations, dispatch, and leadership teams to provide proactive communication, resolve service concerns, and strengthen long-term customer relationships.

This position plays a critical role in supporting customer satisfaction, customer retention, and operational success.

Key Responsibilities

Customer Experience & Relationship Management

• Serve as a primary contact for customer inquiries , shipment updates , and service requests .

• Build and maintain strong customer relationships through responsive and proactive communication.

• Provide accurate information regarding shipment status , delays , service exceptions , and resolutions.

• Deliver a consistently high level of customer service , professionalism , and responsiveness .

Problem Resolution & Service Recovery

• Investigate and resolve customer concerns in a timely and professional manner.

• Collaborate with operations , dispatch , and terminal teams to identify and implement solutions.

• Escalate service issues appropriately while keeping customers informed throughout the resolution process.

• Accurately document customer interactions , service actions , and resolutions.

Operational Coordination

• Monitor freight movement and shipment milestones .

• Assist with freight tracing , service recovery efforts , and issue resolution.

• Coordinate with internal stakeholders to ensure customer expectations are met.

• Support effective communication between customers , operations , and leadership teams .

Customer Retention & Business Support

• Identify opportunities to improve the customer experience and strengthen customer loyalty .

• Gather customer feedback and communicate insights to leadership.

• Support customer retention initiatives through exceptional service and responsiveness.

• Identify opportunities to introduce customers to additional transportation , logistics , and supply chain solutions .

Continuous Improvement

• Recommend process improvements that enhance operational efficiency and customer satisfaction .

• Participate in service excellence initiatives , training programs, and continuous learning opportunities.

• Contribute to a culture of accountability , collaboration , innovation , and continuous improvement .

• Support Carlile's commitment to Safety, Integrity, Teamwork, Stewardship, and Excellence .

Required Qualifications

• 2+ years of experience in customer service, client services, logistics coordination, account support, transportation, or a related field.

• Strong verbal and written communication skills .

• Excellent problem-solving and conflict-resolution abilities .

• Ability to manage multiple priorities while maintaining attention to detail.

• Strong organizational and time management skills.

• Proficiency with Microsoft Office Suite , including Outlook, Excel, and Word.

• Ability to work effectively in a fast-paced, team-oriented environment.

• Commitment to delivering an exceptional customer experience.

Preferred Qualifications

• Experience in transportation , logistics , supply chain , or freight operations .

• Knowledge of freight movement, shipment tracking, and transportation terminology.

• Experience working with Transportation Management Systems (TMS) or CRM software .

• Experience supporting both customer-facing and operational teams.

Key Competencies

• Customer Experience

• Customer Service

• Client Relations

• Problem Resolution

• Logistics Coordination

• Shipment Tracking

• Account Support

• Communication

• Relationship Building

• Team Collaboration

• Attention to Detail

• Time Management

• Continuous Improvement

Compensation

The hourly pay range for this position is $20.50 to $30.80 per hour .

Compensation will be determined based on several factors, including education , relevant work experience , geographic location , internal equity , and the specific responsibilities of the position .

Why Join Carlile?

At Carlile, our employees are the foundation of our success. We offer a collaborative environment where team members are empowered to learn, grow, and make meaningful contributions every day.

What We Offer

• Career growth and advancement opportunities

• Collaborative and supportive team culture

• Opportunity to work with a recognized leader in transportation and logistics

• Meaningful work supporting Alaska's supply chain and communities

• A workplace built on Safety, Integrity, Teamwork, Stewardship, and Excellence

Benefits

Eligible employees receive a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance

• Life Insurance

• Short-Term and Long-Term Disability

• Employee Assistance Program (EAP)

• 401(k) with Company Match

• Tuition Reimbursement

• Parental Leave

• Paid Vacation and Sick Leave

• Paid Holidays

• Additional voluntary benefit options

Schedule & Work Environment

• Full-time position

• Standard business hours with flexibility as business needs require

• Fast-paced transportation and logistics environment

• Collaborative and customer-focused workplace

• Position will be based out of Tacoma, Washington

Equal Opportunity Employer

Carlile Transportation is an Equal Opportunity Employer – Affirmative Action and a VEVRAA Federal Contractor. We are committed to building a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status .

Carlile Transportation is a drug-free workplace and participates in the E-Verify Employment Verification Program.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities