Customer Experience Specialist

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Customer Experience Specialist
Full-Time Individual Contrib Tacoma, WA, US

About the Role
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.

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 .

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.

Customer Experience

Customer Service

Client Relations

Problem Resolution

Logistics Coordination

Shipment Tracking

Account Support

Communication

Relationship Building

Attention to Detail

Time Management

Compensation
The hourly pay range for this position is

$20.50 to $30.80 per hour .

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

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

Paid Vacation and Sick Leave

Paid Holidays

Additional voluntary benefit options

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

Tacoma, Washington

Equal Opportunity Employer
Carlile Transportation

is an Equal Opportunity Employer – Affiantive 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.

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