Representative, Customer Care III

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

Why Join Crowley:

Responsibilities

What You'll Do:

Responsible for performing specialized account management functions for our services, acting as a liaison between the customers and the organization for service compliance, service inquiries and issue resolution.

Key Responsibilities

Work in an account management environment within an account base in collaboration with Sales Executives. Leads the onboarding of new customers gathering insights about service requirements and customers’ needs. Uses customer’s insights to guide service solutions with process owners. Administers its interactions with customers in Service Cloud to support customers’ inquiries, assistance with a service and proactive communication. Administers customer’s complaints on service failures for follow up with process owners.Listen to understand customer’s needs and collaborate with all process owners to develop process improvements. Prepare and analyze key performance indicators and reporting to measure service compliance and is able to present and discuss with customers to gain insights and guide service development for growth. Meet deadlines in a fast-paced environment to achieve a superior customer experience.Serves as strategic partner to build, grow, and maintain profitable and long-lasting relationship with customers. Work on special projects as needed.

Qualifications

Education & Credentials:

Bachelor’s degree in marketing, Supply Chain, International Commerce or a related field; or a combination of post-high school and equal experience may be substituted for education.

Experience

4-5 years’ experience working in a customer interface role within the transportation industry and dealing with customers as a primary job function.

Technical Skills

Proficient with Microsoft Office products, including Excel, Outlook, Word, Microsoft Projects, Access and PowerPoint; in addition to proficiency in mainframe accounting systems, such as Lawson and business software. Proficient with Microsoft Office products, including Word, Outlook, Excel and SharePoint.Expertise in all Crowley Liner Services and Crowley Logistics Services computer systems including CRM, CICS legacy systems, Crowley Online Web Services, EZ Tariff, CLI IES, and back-office support AR and Credit and Collection systems.

Other

Bilingual (English/Spanish) preferred.

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 holidaysLeave and family support: parental leave and sick leaveLearning and growth: access to training and development for continuous skill developmentWell-being resources: Employee Assistance Program, wellness program, and gym membership discounts

At Crowley, we invest in you—your success, your health, and your future.