Sr, Specialist Customer Operations

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:

Desirable related experience in the transportation/logistics industry; prior experience in booking, customer service and or documentation

Close communication with peers across Central America

Knowledge of operations level

Pricing, quotation, Customer Service or Transport logistics coordination

Schedule: Full-time

Shift: Day Job

Travel: