About this role
Overview 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. Responsibilities What You'll Do: We are seeking a customer-focused and detail-oriented Customer Service & Booking Specialist to manage booking requests, provide exceptional customer support, and coordinate operational activities across multiple departments. This role serves as a key point of contact for customers and is responsible for ensuring that booking, documentation, billing, and cargo movement processes are completed accurately and efficiently. The ideal candidate thrives in a fast-paced contact center environment, possesses strong communication skills, and can effectively coordinate with internal teams to deliver an outstanding customer experience while meeting operational standards and performance metrics. Key Responsibilities Process booking requests through phone calls, email, chat, and other communication channels. Handle inbound customer calls related to general support, payments, booking creation, and booking modifications. Coordinate cargo movements with Intermodal, Equipment, Traffic, and other operational departments. Receive, reconcile, consolidate, and summarize customer documentation and information. Review, verify, and process customer-submitted information to ensure documentation and Bill of Lading processes are completed accurately and according to company standards. Interpret, review, and apply appropriate freight rates based on applicable tariffs, ensuring compliance with established rules and regulations. Verify the accuracy and timely completion of Bills of Lading, Truck Bills, and related invoices. Partner with the Pricing team to ensure rates are published and available at the time of booking. Process rate requests, validations, and updates as required. Respond to customer inquiries in a professional, timely, and solution-oriented manner. Modify bookings, correct errors, and resolve issues impacting customer transactions. Escalate situations that may affect service quality, cargo delivery, or customer satisfaction. Collaborate with internal departments to ensure customer requirements are fulfilled and operational commitments are met. Deliver exceptional customer service while maintaining productivity and quality standards. Meet individual and team KPIs and contribute to continuous process improvement initiatives. Perform other duties and responsibilities as assigned. Day in the Life Work in a high-volume Contact Center / Customer Service environment . Manage inbound calls and customer requests primarily related to bookings, payments, and shipment inquiries. Communicate with customers primarily in English , both verbally and in writing. Coordinate daily with Operations, Pricing, Documentation, Logistics, and other internal teams. Handle administrative work such as case follow-up, booking corrections, documentation review, and issue resolution. Operate in a structured, metrics-driven environment focused on service excellence and customer satisfaction. Balance customer interactions with operational and documentation responsibilities throughout the day. Qualifications Required Experience Previous experience in Customer Service, Call Center, Contact Center, or related customer-facing roles . Experience handling a high volume of inbound customer calls. Experience processing transactions, bookings, orders, reservations, or administrative requests. Logistics, transportation, shipping, or supply chain experience is a plus. Knowledge, Skills & Abilities Advanced English proficiency (spoken and written) is required. Strong verbal and written communication skills. Outstanding customer service and relationship-building abilities. High attention to detail and accuracy. Ability to multitask and manage competing priorities effectively. Strong problem-solving and decision-making skills. Ability to work under pressure while maintaining quality and productivity standards. Proficiency with Microsoft Office and customer management systems. Preferred Competencies Business-friendly communication style with excellent interpersonal skills. Strong organizational and time management abilities. Sense of urgency and accountability. Team-oriented mindset with a collaborative approach. Adaptability and willingness to learn. Continuous improvement mindset. Ability to thrive in a fast-paced, KPI-driven environment. What We Offer? We inspire top talent by offering a comprehensive and competitive package that supports the diverse needs of our people—on land, at sea, in offices, and remotely. Our Total Rewards include: Competitive pay with recognition programs Comprehensive benefits: medical, dental, and vision insurance, life and disability coverage, and paid vacation and holidays Leave and family support: parental leave and sick leave Learning and growth: access to training and development for continuous skill development Well-being resources: Employee Assistance Program, wellness program, and gym membership discounts At Crowley, we invest in you — your success, your health, and your future.