Customer Experience Specialist

Summary

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 environme

Description

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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…