Customer Experience Specialist

Armour Transportation Group; City of Moncton; On-site; CAD 45,000 - 50,000; Full time

Job summary

Armour Transportation Group is seeking a Customer Experience Specialist to support a positive customer experience from Moncton, NB. The role focuses on resolving inquiries, coordinating with internal teams, and communicating service updates to customers.

Responsibilities include handling escalations, monitoring performance, and contributing to process improvements in a fast-paced, in-office environment.

Qualifications

• Strong customer service, communication, and problem-solving skills.
• Excellent organizational skills with the ability to manage multiple priorities.
• Experience with transportation or logistics software is a plus.

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.

Skills

Customer service

Communication

Problem-solving

Organizational skills

Attention to detail

Microsoft Office

Tools

TruckMate

Bringg

Microsoft Office

Job description

Customer Experience Specialist

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.