About this role
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. The Specialist, Customer Operations supports export operations in Panama by coordinating bookings, shipping documentation, manifests, customs-related processes, and customer service activities. This position will work closely with customers, transportation providers, port personnel, customs authorities, and internal teams to ensure requests are completed accurately and within established deadlines. The role will initially focus on Panama export operations but may receive cross-training to support additional services and markets, including Costa Rica. The ideal candidate is adaptable, proactive, detail-oriented, and comfortable working in a high-volume environment governed by port, customs, and regulatory deadlines. This position requires strong customer service skills, sound judgment, and the ability to communicate policies and operational limitations clearly while presenting customers with appropriate alternatives. Responsibilities Create and process export bookings accurately and within established service-level expectations. Prepare, review, update, and maintain shipping documentation, including bills of lading and other export documents. Prepare and process manifests required by Panama and the United States. Complete customs-related transactions using Panama’s Sistema Integrado de Gestión Aduanera (SIGA). Review documentation for accuracy, completeness, and compliance with company, customs, port, and regulatory requirements. Coordinate permitted corrections to shipping documentation and identify situations requiring prior authorization or escalation. Monitor operational cutoffs and ensure bookings, manifests, and documentation are completed within established deadlines. Support customers, drivers, and transportation providers through the service window at the Manzanillo location. Create or process reservations within applicable port systems when drivers or transportation providers require assistance. Monitor containers pending entry into the port and provide operational support when customers request entry after established cutoff times. Manage customer requests through multiple communication channels, including email, Microsoft Teams, telephone, and company-approved messaging platforms. Clearly communicate company procedures, processing times, documentation requirements, and regulatory restrictions to customers. Offer viable alternatives when a customer request cannot be completed due to company policy, customs regulations, or operational limitations. Resolve routine customer concerns independently and escalate cases when they fall outside established procedures or authority. Monitor and manage a shared email inbox in coordination with other team members. Maintain organized records and collaborate through Microsoft Outlook, Teams, SharePoint, and shared documents. Work collaboratively with team members across Panama and Costa Rica and participate in cross-training activities. Identify errors or operational issues, take appropriate corrective action, and communicate cases transparently so the team can learn from them. Participate in team meetings, training sessions, and continuous improvement initiatives. Perform additional duties and support other Customer Operations services as business needs evolve. Qualifications Bachelor’s degree in Logistics, Maritime Transportation, International Trade, Customs, Business Administration, Supply Chain Management, or a related field. An equivalent combination of education and relevant experience may be considered. Relevant experience in customer operations, shipping, freight forwarding, maritime transportation, export documentation, customs, logistics, or port operations. Working knowledge of Panama export processes, customs requirements, shipping documentation, and manifests. Experience using Panama’s Sistema Integrado de Gestión Aduanera (SIGA). Proficiency with Microsoft 365 applications, including Outlook, Teams, Excel, Word, and SharePoint. Experience working with shared inboxes, collaborative documents, and electronic records. Ability to communicate professionally in English and Spanish, both verbally and in writing. Ability to work on-site in Manzanillo, Colón, during the initial training and onboarding period. Availability to work Saturday mornings and occasional additional hours when required by operational volume, port activity, or regulatory deadlines. Preferred Qualifications An active SIGA user account. Experience preparing or processing Panama and United States manifests. Familiarity with United States shipping or import documentation requirements. Knowledge of the limitations and authorization requirements associated with correcting bills of lading and export documentation. Experience with MIT port platforms, including 4CAT or other relevant Manzanillo International Terminal systems. Experience using Adobe Acrobat or similar PDF-editing tools. Previous experience with a shipping line, maritime carrier, freight forwarder, customs broker, port, or logistics organization. Familiarity with artificial intelligence tools, such as Microsoft Copilot, for document review, data validation, and operational productivity. Experience supporting customers through multiple digital communication channels. FLSA Status: The position is Non-Exempt. May require the ability to work overtime to meet required deadlines. Must comply with all work rules, including those that pertain to safety and health