Sr. Specialist, Customer Operations

Who We Are:

As a privately held, U.S.-owned and operated company, Crowley provides services to 36 nations and island territories. Our purpose is to bravely advance what's possible to elevate people and planet, with our core values of Integrity, Sustainability and Drive guiding everything we do.

By expanding and innovating our services, we have expanded our footprint in services within the Logistics, Land Transportation, Shipping, Wind and Fuel industries. Crowley and its affiliated companies have generated more than $3.5 billion in annual revenue through our people's focus on excellence and a culture that values everyone's voices and collaboration.

To continue laying the groundwork and challenge what's possible for our business, we seek to partner with individuals ready to elevate their careers with us.

Work Arrangement:

Monday – Friday, 8am to 5pm and needs to be available after hours when needed.

What You'll Do:

Responsible for performing cargo bookings, import, export documentation, moderate to complex sales and service functions for targeted market ensuring customer satisfaction and retention within Customer Operations established policies and regulatory requirements.

Key Responsibilities:

• Coordinate all tasks related to cargo delivery.

• Maintain records of cargo to be manifested and cleared.

• Verify submitted information to ensure documentation and bill of lading processes follow standards.

• Interpret, review, and apply appropriate rates to bills of lading based on applicable tariffs in a timely and accurate manner.

• Ensure Bills of Lading are completed and invoiced on time with high accuracy and compliance with relevant rules and regulations.

• Partner with the pricing department to ensure rate requests and verifications are correctly entered and processed at the time of bookings.

• Receive, reconcile, and consolidate documents and information from customers.

• Prepare and analyze reports related to cargo booking, export, and import documentation.

• Correct errors, develop leads, recommend process improvements, and deliver value-added services.

• Identify and assess customer needs to achieve satisfaction and build long-term relationships.

• Handle complex customer inquiries and complaints, offering appropriate solutions within guidelines to ensure satisfaction.

• Influence and sell Crowley’s value-added services; assist in onboarding customers using Crowley Online Services products.

• Identify and report opportunities for process enhancements to better meet customer needs.

• Inform supervisor and manager of any situations that may impact service, cargo delivery at destination, or customer satisfaction.

Education & Credentials:

• Bachelor's degree in business or a related field; or equivalent combination of post high school education and experience.

Experience:

• 3+ years of related experience in the transportation/logistics industry; prior experience in booking, customer service, documentation or BL revisions is preferred.

Technical Skills:

• Proficient in Microsoft Office products, including Word, Outlook and Excel.

• Bilingual (English/Spanish) required.

Why Join Crowley?

As a Sr. Specialist in Customer Operations, you will serve as a pivotal link between Crowley’s logistics execution and customer satisfaction. Your role will not only ensure operational excellence but also drive strategic value through proactive service delivery, digital enablement, and continuous improvement.

Schedule: Full-time

Shift: Day Job

Travel: No