Customer Experience Specialist

Description

Customer Experience Specialist

Compensation Range: 45,000-50,000
Schedule: Monday- Friday | 8:00am-5:00pm

Type: In-Office | Full Time
Location: Moncton, NB

Position Overview

The Customer Experience Specialist is responsible for supporting a positive customer experience through effective issue resolution, communication, and collaboration. Working closely with customers and internal teams, this role helps ensure service excellence, operational efficiency, and long-term customer satisfaction.

Key Responsibilities

• Manage customer inquiries, service requests, and escalations.
• Investigate issues, coordinate solutions, and ensure timely resolution.
• Maintain proactive communication with customers regarding service updates and outcomes.
• Monitor service performance and identify opportunities for improvement.
• Collaborate with Operations, Dispatch, Billing, and other internal teams to support customer success.
• Participate in root cause analysis and continuous improvement initiatives.
• Maintain accurate records, documentation, and customer information.
• Support knowledge sharing and onboarding of Customer Experience Associates as needed.

Qualifications

• Strong customer service, communication, and problem-solving skills.
• Excellent organizational skills with the ability to manage multiple priorities.
• Strong attention to detail and ability to work in a fast-paced environment.
• Proficiency with Microsoft Office.
• Experience with transportation or logistics software (e.g., TruckMate, Bringg) is considered an asset.
• Previous customer service experience in transportation, logistics, or a related industry preferred.

Working Conditions

• Fast-paced, team-oriented environment.
• Regular interaction with customers and operational teams.
• Opportunity to contribute to service and process improvement initiatives.