Job at a glance
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. Responsibilities Handle a high volume of 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. Qualifications 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. 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.