SPECIALIST, CUSTOMER OPERATIONS

Overview We are on a mission to become the world's most sustainable and innovative maritime, logistics, and technology company. As a privately- held, U.S - owned and operated company, Crowley provides Logistics, Government Solutions, Shipping, Wind and Fuel services in 36 nations and island territories. By expanding and innovating our services, we have grown to a committed team of over 7,000 diverse people, generating an annual revenue of more than $2.9 billion. We live up to our purpose of bravely advancing what's possible to elevate people and planet, with our core values of Integrity, Sustainability and Drive guiding everything we do. To continue laying the groundwork, challenge what's possible and celebrate the power of inclusion, we seek to partner with driven individuals who are ready to elevate their career with us. Position Overview The Specialist, Customer Operations is responsible for coordinating cargo bookings, import/export documentation, and customer service activities to ensure efficient cargo movement, customer satisfaction, and retention. This role ensures compliance with company policies, applicable tariffs, and regulatory requirements while supporting customers throughout the shipping process. Responsibilities Handle approximately 40 to 41 customer interactions per day , with an expected average of approximately 38 phone calls . Respond to Customer Care and booking-related inquiries, including reservation requests, quotations, cargo status, estimated arrival, and general service questions. Create, review, and correct cargo bookings. Manage complex customer concerns and potential escalations using active listening, negotiation, sound judgment, and de-escalation techniques. Follow customer requests through completion and communicate with internal teams when additional coordination is required. Perform accurate and timely data entry while maintaining focus during repetitive and time-sensitive activities. Adjust priorities and support other queues, channels, or operational areas as business needs change. Provide occasional email support and complete administrative follow-up activities. Identify the root causes of errors and communicate opportunities to improve processes and service delivery. Promote or cross-sell additional company services when appropriate. This does not carry a formal sales quota, but negotiation and upselling skills are valuable. Complete requests received during business hours and provide overtime support during peak or sustained high-volume periods when required. Qualifications Required Experience 2–3 years of related experience in the transportation or logistics industry. Previous experience in cargo bookings, customer service, shipping documentation, or Bill of Lading revisions preferred. Knowledge of import/export processes and transportation operations. Education Bachelor's degree in Business or a related field, or an equivalent combination of post-secondary education and professional experience. Technical Skills Proficiency in Microsoft Office, particularly Word, Outlook, and Excel. Ability to manage and analyze operational data and reports. Familiarity with import/export documentation and shipping processes. Language Requirements Bilingual in English and Spanish. Core Competencies Strong verbal and written communication skills. Excellent customer service and relationship-building abilities. Strong organizational skills and attention to detail. Ability to prioritize and manage multiple assignments while meeting deadlines. Problem-solving skills and ability to handle complex customer situations. Ability to work independently and collaboratively within a team. Ability to gather, interpret, and analyze operational information. Knowledge of import forwarding, customs brokerage, and domestic/international transportation practices. Knowledge of U.S. transportation, DOT, and import/export regulations. Working Conditions Standard office environment. Extended periods of computer use and sitting. Regular use of keyboard and computer monitor.