Customer Experience Specialist

Customer Experience Specialist

Carlile Transportation | Tacoma, WA

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

At Carlile Transportation, we do more than move freightwe 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.