Customer Service Specialist

Customer Service Specialist

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

Join a Team That Keeps Alaska Connected

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.

What You'll Do

Customer Service & Relationship Management

• 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.

Booking & Shipment Coordination

• 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.

Cargo Tracking & Operational Support

• 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.

Reporting & Administrative Support

• 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.

Qualifications

Required

• 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, logistics, transportation, or related industry experience.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize competing responsibilities, and work effectively in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Ability to work independently with minimal supervision and collaboratively as part of a team.

Preferred

• Experience within the transportation, logistics, shipping, maritime, or supply chain industries.
• Experience working with EDI systems, transportation management systems, or web-based customer applications.
• Experience supporting shipment coordination, cargo tracking, or operational logistics functions.

Knowledge, Skills & Abilities

The ideal candidate will demonstrate:

• Exceptional customer service and customer relationship-building skills.
• Strong communication and interpersonal abilities.
• Ability to make sound decisions and exercise independent judgment in a high-pressure environment.
• Strong attention to detail and commitment to accuracy.
• Effective problem-solving and conflict-resolution skills.
• Strong organizational and time-management capabilities.
• Ability to prioritize multiple tasks and meet deadlines.
• Good mathematical and analytical skills.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint).
• Experience utilizing Windows-based business applications, E-Commerce platforms, E-Service Center tools, and customer service technologies.
• Ability to adapt to changing priorities and business needs.
• Commitment to teamwork, accountability, and continuous improvement.

Compensation & Benefits

Compensation

Anticipated Hiring Range: $50,000 - $55,000  

Salary Range: $39,449 - $69,113

Compensation is based on factors including education, experience, skills, internal equity, market data, and other job-related qualifications.

Benefits

TOTE offers a competitive benefits package including:

• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Tuition Reimbursement
• Life & Disability Insurance
• Employee Assistance Program (EAP)
• Parental Leave Benefits
• Annual Discretionary Bonus Eligibility

Why Join TOTE Maritime Alaska?

At TOTE Maritime Alaska, we offer more than just a job. We provide an opportunity to build a meaningful career with an industry-leading transportation and logistics organization.

• Career Growth and Development Opportunities
• Collaborative and Team-Oriented Work Environment
• Competitive Compensation and Benefits Package
• Opportunity to support critical supply chain operations
• Dynamic and fast-paced industry
• Stable and well-established organization
• Meaningful work supporting Alaska communities and businesses
• Commitment to Safety, Service Excellence, and Employee Development

Work Environment

This position operates primarily in a professional office environment.

• Regular interaction with customers, operations personnel, and internal departments.
• Fast-paced environment requiring strong prioritization and attention to detail.
• Standard office environment with normal lighting, temperature, and noise levels.
• Flexibility to work evenings and weekends as business needs require.

Physical Requirements

Physical Effort

Most work requires normal physical effort.

Manual Dexterity

• Regular use of computers, phones, and standard office equipment.
• Frequent use of Microsoft Office applications and transportation-related systems.
• Ability to prepare reports, maintain records, perform data entry, and manage customer information with a high degree of accuracy.

Equal Opportunity Employer

TOTE Maritime Alaska is an Equal Opportunity Employer, Affirmative Action Employer, and VEVRAA Federal Contractor. We are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by applicable law.

TOTE Maritime Alaska is a drug-free workplace and participates in the E-Verify Employment Verification Program.