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. Work Arrangement: Hybrid Why Join Crowley: Responsibilities What You'll Do: Responsible for supporting and optimizing the use of the C Sight platform by delivering consistent, high-quality technical and operational assistance to both internal and external users. This role drives customer satisfaction and operational efficiency through timely issue resolution, data analysis, and proactive process improvements. The Sr. Specialist partners closely with cross-functional teams to enhance platform usage, ensure data accuracy, and support self-service and onboarding initiatives. The position requires strong analytical thinking, effective communication, and a customer-focused approach within a fast-paced, collaborative environment. GENERAL RESPONSIBILITIES: Responsible for delivering technical and process assistance to internal and external users in the use of the C Sight platform, ensuring consistent and reliable service through our communication channels. Ensure customers utilizing C Sight customer and employee portals receive timely, high-quality support, with a strong focus on first-contact resolution and overall user satisfaction. Ensure proper and intended use of the C Sight platform across all user groups, providing guidance and clarification as needed and coordinating with the Training team when additional enablement is required. Review, resolve and assist in activating bookings in pending status created by internal and external users for proper process continuity ensuring a high level of customer experience. Provide support and assistance internally for key accounts to ensure accuracy in the data and information at the booking level and for other areas to continue their path forward in the logistics process. When required, assist different accounts through the customer portal by supporting booking and bill of lading modification requests, ensuring accuracy, compliance with established processes, and seamless customer experience. Collaborate closely with the Customer Experience and Training teams to drive continued progress in onboarding and transitioning customers to the C Sight customer portal, supporting the organization’s self-service strategy through alignment, customer satisfaction, and a strong customer-centric approach. Deliver constructive feedback to users by highlighting best practices, correct platform use, and areas of opportunity identified through ongoing analysis. Promote a customer focused organization and partner with internal areas or individuals to optimize existing processes and deliver reporting and insight. Ability to synergize well with other process owners to effectively integrate their priorities with the rest of operational objectives we pursuit as a Contact Center. Qualifications EDUCATION: Bachelor's degree in business or a related field, industrial engineer, systems engineer; or equivalent combination of post high school education and experience. EXPERIENCE: 3 – 5 years of related experience in the transportation/logistics industry; prior experience in Bookings, Customer Service, Documentation, BL revisions or Traffic is preferred. TECHNICAL PROFICIENCY : Proficiency in Microsoft Office products including Excel, Word, Outlook, PowerPoint, and Power BI. Proficiency working with Salesforce, AI solutions and Salesforce certification and experience with process improvement and root cause analysis preferred. COMPENTENCIES: Strong analytical skills and attention to detail for issue resolution requests, analyzing trends, and identifying areas of opportunity. Solid understanding of digital platforms and support environments, with the ability to guide proper system usage, troubleshoot issues, and translate technical concepts into clear, user-friendly guidance. Demonstrated ability to assess issues, prioritize effectively, and make sound decisions in a fast-paced support environment. Ability to work effectively with different teams among the organization. Comfortable supporting platform enhancements, process improvements, and adoption initiatives, while helping teams and users adapt to change smoothly. Strong commitment to delivering high-quality customer experiences, with the ability to balance operational efficiency and customer satisfaction in all requests being processed, proposals, initiatives, and projects. Enforce standard processes and ensure compliance with established service standards and workflows. Passion for gathering data and analytics, with a results-driven approach to improving SLAs and operational performance. Creative and strategic thinking, effective problem-solving, and confident decision-making with the ability to recommend new ideas. Knowledge and application of change management concepts, principles, and practices. Self-motivation, organization, and forward-thinking mindset; ability to multi-task and manage projects of varying scope. Skill in identifying, documenting, and evaluating existing and new trends, and predicting their impact on the organization. Ability to conduct audits, root cause analysis, and research to support continuous improvement. Establishing and maintaining effective working relationships with internal and external business partners. Providing subject matter expertise, counsel, and influencing others at various organizational levels. Excellent verbal and written communication and listening skills for conveying platform updates, expectations, resolutions, and feedback to both technical and non-technical teams. Collaborative mindset and commitment to working within a high-performing team environment and function effectively as an individual contributor. Fit well with a high-performing team where constant and proactive participation in the resolution of challenges and conflicts is expected. Required to integrate into conversations in a dynamic and purposeful manner, also expected to be able to prioritize tasks and responsibilities effectively and in alignment with our operation. Promote a positive attitude at all points of contact. OTHER: Bilingual (English/Spanish). JOB SCOPE: Position impacts multiple business units/segments. WORKING CONDITIONS: Normal office environment with little exposure to excessive noise, dust, temperature and the like. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time. 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.