Customer Experience Specialist

Customer Experience Specialist

Carlile Transportation | Anchorage, AK

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 Anchorage, AK . 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 Anchorage, AK

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.