Specialist, Customer Operations

About the role

Crowley, a privately held U.S.-owned and operated company providing logistics, government solutions, shipping, wind and fuel services in 36 nations and island territories, is hiring a Specialist, Customer Operations. The role coordinates cargo bookings, import/export documentation and customer service so that cargo moves efficiently, customers are satisfied and retained, and company policies, tariffs and regulatory requirements are met.

Key responsibilities

• Handle about 40 to 41 customer interactions per day, averaging around 38 phone calls.
• Answer customer care and booking inquiries, including reservations, quotations, cargo status, estimated arrival and general service questions.
• Create, review and correct cargo bookings, and manage complex customer concerns and escalations with active listening, negotiation and de-escalation.
• Follow customer requests through completion and coordinate with internal teams when needed.
• Enter data accurately and on time, adjust priorities to support other queues and channels, and provide occasional email support and administrative follow-up.
• Identify the root causes of errors and suggest process improvements; promote or cross-sell services when appropriate, with no formal sales quota.
• Complete requests during business hours and provide overtime support during peak or sustained high-volume periods.

Required profile

• 2-3 years of related experience in the transportation or logistics industry.
• Experience in cargo bookings, customer service, shipping documentation or Bill of Lading revisions preferred.
• Bachelor's degree in Business or a related field, or an equivalent combination of post-secondary education and professional experience.
• Bilingual in English and Spanish.
• Knowledge of import/export processes, import forwarding, customs brokerage and U.S. transportation, DOT and import/export regulations.

Required skills

• Proficiency in Microsoft Office, especially Word, Outlook and Excel.
• Ability to manage and analyze operational data and reports.
• Familiarity with import/export documentation and shipping processes.
• Strong communication, organization, attention to detail and problem-solving skills.