Sr. Specialist, Customer Operations

About the role

Crowley, a privately held U.S.-owned company serving the maritime, logistics and energy industries, is hiring a Senior Specialist, Customer Operations. The role supports and optimizes the use of the C Sight platform by delivering technical and operational assistance to internal and external users, driving customer satisfaction and operational efficiency through timely issue resolution, data analysis and proactive process improvements. It works closely with cross-functional teams and is a hybrid position.

Key responsibilities

• Deliver technical and process assistance to internal and external users of the C Sight platform, with a focus on first-contact resolution and user satisfaction.
• Ensure proper use of the C Sight customer and employee portals, guiding users and coordinating with the Training team when additional enablement is needed.
• Review, resolve and help activate bookings in pending status so that bookings are accurate and compliant with established processes.
• Support key accounts internally and help other accounts through the customer portal, including booking and bill of lading modification requests.
• Collaborate with the Customer Experience and Training teams to move customers toward the C Sight customer portal and support the self-service strategy.
• Share constructive feedback with users, highlight best practices and help optimize processes and reporting.

Required profile

• Bachelor's degree in business or a related field, industrial engineering, systems engineering, or equivalent education and experience.
• 3 to 5 years of related experience in the transportation or logistics industry; prior experience in bookings, customer service, documentation, BL revisions or traffic is preferred.
• Bilingual (English/Spanish).
• Ability to work in a fast-paced, collaborative environment and to integrate with other process owners.

Required skills

• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and Power BI.
• Experience with Salesforce, AI solutions and process improvement and root cause analysis preferred.
• Strong analytical skills, attention to detail and ability to troubleshoot and explain technical concepts clearly.
• Knowledge of change management concepts and ability to conduct audits and root cause analysis.

What we offer

• Competitive pay with recognition programs.
• Medical, dental and vision insurance, life and disability coverage, and paid vacation and holidays.
• Parental leave, sick leave and access to training and development.
• Employee Assistance Program, wellness program and gym membership discounts.