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Crowley Linkedin · Posted 12d ago

Representative, Customer Care II

Heredia

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Indexed description

Overview

  • Supports National Accounts through moderate to complex customer service and sales activities.
  • Focuses on customer satisfaction, retention, and relationship management while delivering value-added solutions.

Responsibilities

  • Manage complex customer inquiries and build long-term customer relationships.
  • Assess customer needs and provide timely, effective solutions.
  • Respond to customer requests, resolve issues, assist with pricing, and identify sales opportunities.
  • Prepare and analyze reports to support customer requirements and service improvements.
  • Handle customer complaints and ensure resolution within established guidelines.
  • Support customer onboarding and adoption of online service tools.
  • Develop and monitor KPIs, partnering with process owners to drive service performance and corrective actions.
  • Recommend process improvements to enhance the customer experience

Qualifications

  • Bachelor's degree preferred or equivalent job-related training after high school.
  • 2–3 years of customer-facing experience within the transportation industry.
  • Proficiency in Microsoft Office, including Excel, Word, Outlook, and SharePoint.
  • Experience working with CRM systems and transportation/logistics business applications.
  • Bilingual (English/Spanish) may be required.
  • Strong customer service, communication, relationship-building, analytical, and problem-solving skills.
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