Customer Service Specialist

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Full-Time Individual Contrib Tacoma, WA, US

Salary Range: $39,449.00 To $69,113.00 Annually

TOTE Maritime Alaska | Tacoma, WA
Position Type: Full-Time, Non-Exempt
Reports To: Customer Service Supervisor
Schedule: Hybrid Schedule, 4 Days In Office / 1 Day Remote (Following Successful Onboarding & Training) | Standard Business Hours

TOTE Maritime Alaska is seeking a customer-focused, detail-oriented, and highly organized Customer Service Specialist to join our Customer Service team in Federal Way, Washington.

In this role, you will serve as a primary point of contact for customers, helping ensure a seamless shipping experience by managing bookings, tracking cargo, coordinating logistics activities, resolving customer inquiries, and supporting transportation operations. You will work closely with customers and internal departments to deliver exceptional service while helping maintain efficient and accurate cargo movement throughout the supply chain.

At TOTE Maritime Alaska, we are committed to our core values of Safety, Operational Excellence, Customer Experience, and Colleague Experience.

If you enjoy building customer relationships, solving problems, and working in a fast-paced transportation and logistics environment
, we encourage you to apply.

• Serve as a primary point of contact for customer inquiries regarding shipments, vessel schedules, cargo status, and transportation services
  .
• Build and maintain positive customer relationships through proactive communication and exceptional service.
• Research and resolve customer issues in a timely, professional, and customer-focused manner.
• Communicate applicable policies, service updates, schedules, and shipment regulations to customers.
• Provide support and guidance regarding transportation and operational requirements.
• Report developing market conditions, customer service concerns, and competitive activities to management.

• Create, update, and maintain customer bookings, bills of lading, and transportation bookings
  .
• Assign customer bookings to designated TOTE Maritime Alaska vessel sailings.
• Monitor and correct web-based and EDI bookings to ensure accuracy.
• Coordinate logistics services including deliveries, pickups, transloads, and logistics spot arrangements
  .
• Create temporary organizations and maintain customer contact information within company systems.

• Track cargo movement and provide shipment visibility and status updates to customers.
• Partner with Operations and internal teams to address service concerns and support cargo movement.
• Assist the Documentation team with obtaining signed bills of lading, scanning documents, and maintaining electronic records.
• Support daily customer service operations and departmental initiatives.

• Generate, review, and audit operational and customer reports.
• Perform accurate and efficient data entry and record maintenance.
• Support department projects and operational initiatives as assigned.
• Collaborate with internal departments to ensure seamless service delivery and operational excellence.
• Perform additional duties and special projects as assigned.

• Associate's Degree or an equivalent combination of education and experience.
• Degree requirement may be substituted with a minimum of three (3) years of comparable experience in the transportation industry.
• Three (3) to four (4) years of customer service, billing,…