Customer Experience Specialist

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Full‑Time Individual Contrib Tacoma, WA, US

11 days ago Requisition

Salary Range: $20.50 To $30.80 Hourly

Carlile Transportation | Tacoma, WA

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.

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.

• 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.