Customer Experience Specialist

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Full-Time Individual Contrib Tacoma, WA, US

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.

• 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
  .

• 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.

• 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
  .

• 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
  .
• 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
  .

• 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.

• 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.
• Customer Experience
• Customer Service
• Client Relations
• Problem Resolution
• Logistics Coordination
• Shipment Tracking
• Account Support
• Communication
• Relationship Building
• Attention to Detail
• Time Management

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

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.