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. Responsible for performing cargo bookings, import, export documentation, sales and service functions for targeted market ensuring customer satisfaction and retention within Customer Operations established policies and regulatory requirements. Responsibilities Primary 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. Notify leadership of situations that may affect service performance, cargo delivery, or customer satisfaction. Serve as a knowledgeable resource for other team members and promote best practices. Participate actively in meetings, training, technology initiatives, process improvements, and other team projects. 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. Schedule and Work Environment The standard schedule is expected to be: 6:00 a.m. to 3:00 p.m.: Primarily back-to-back customer calls. 3:00 p.m. to 4:00 p.m.: Administrative work and follow-up activities. Candidates must be comfortable wearing a headset and handling consecutive calls throughout most of the workday. The schedule may change periodically based on seasonal or operational requirements, and occasional weekend coverage or overtime may be required. The position follows a hybrid work model . Candidates should have the flexibility to report to the office approximately two or three times per week, or whenever required by business needs. Qualifications The ideal candidate has stable and verifiable experience in a Contact Center or Customer Service environment, particularly in positions involving a high volume of English-language calls. Senior-level Contact Center experience is strongly preferred. Candidates do not need to have previous Crowley or logistics experience, but familiarity with bookings, cargo transportation, or logistics services would be beneficial. Internal candidates may have an advantage because of their knowledge of the company’s workflow, service expectations, and operational volume. Candidates coming from supervisory or management positions may be considered if they clearly understand the operational and phone-intensive nature of the role. Their motivation for moving into an individual contributor position should be explored during the interview to ensure alignment with the role and its responsibilities. Required Skills and Competencies Advanced English proficiency, particularly verbal fluency and listening comprehension. Proven experience handling high volumes of phone calls. Strong customer service and problem-solving skills. Ability to handle difficult customers, complaints, and complex service situations. Strong de-escalation, negotiation, and influencing skills. Ability to work under pressure while meeting established KPIs and quality standards. Excellent attention to detail and data-entry accuracy. Strong organization, accountability, and follow-through. Ability to remain focused during repetitive and time-sensitive work. Flexibility to switch between phone, email, and other operational priorities. Ability to work independently while collaborating effectively with peers and leadership. Proactive communication regarding risks, delays, or issues affecting customers or operations. Strong engagement in team initiatives and continuous improvement activities. Ability to serve as a positive role model and knowledge resource for the team. Preferred Qualifications Previous experience in a Senior Customer Service or Senior Contact Center role. Experience with Customer Care, cargo bookings, reservations, or logistics services. Experience handling escalations and potential customer claims. Negotiation, cross-selling, or upselling experience. Familiarity with Salesforce or another CRM platform. Salesforce is preferred but not mandatory. Demonstrated employment stability in phone-based customer service positions. 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.