Customer Experience Specialist

Job summary

Manage customer inquiries, service requests, and escalations by investigating issues, coordinating solutions, and communicating updates through resolution. Monitor service performance, maintain accurate customer records, collaborate with internal teams, and contribute to root cause analysis and continuous improvement.

Job details

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.

What you’ll do

Manage customer inquiries, service requests, and escalations by investigating issues, coordinating solutions, and communicating updates through resolution. Monitor service performance, maintain accurate customer records, collaborate with internal teams, and contribute to root cause analysis and continuous improvement.

Requirements

Requires strong customer service, communication, problem-solving, organizational, and attention-to-detail skills, along with proficiency in Microsoft Office. Previous customer service experience in transportation, logistics, or a related industry is preferred; familiarity with TruckMate or Bringg is an asset.

Listed skills

• Continuous Improvement · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Attention to detail · Preferred
• Documentation · Preferred
• Communication · Preferred
• Root Cause Analysis · Preferred
• issue resolution · Preferred
• Microsoft Office · Preferred
• Prioritization · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Communication
• Problem-Solving
• Issue Resolution
• Organization
• Attention To Detail
• Prioritization
• Microsoft Office
• Customer Relationship Management
• Escalation Management
• Root Cause Analysis
• Continuous Improvement
• Cross-Functional Collaboration
• Documentation

Job areas

• Customer Service & Support
• Transportation
• Logistics

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