Representative, Customer Care III

About the role

The Representative, Customer Care III will act as the primary liaison between Crowley's customers and internal service teams, ensuring service compliance, handling inquiries, and driving issue resolution.

Key responsibilities

• Manage a portfolio of accounts in collaboration with Sales Executives.
• Lead onboarding of new customers, gathering service requirements and insights.
• Translate customer insights into service solutions with process owners.
• Administer customer interactions in Service Cloud, providing assistance and proactive communication.
• Handle customer complaints on service failures and coordinate follow‑up with process owners.
• Listen to customer needs and collaborate to develop process improvements.
• Prepare and analyze KPIs and reporting to measure service compliance, presenting insights to customers.
• Meet deadlines in a fast‑paced environment to deliver a superior customer experience.
• Serve as a strategic partner to build, grow, and maintain profitable long‑lasting relationships.
• Participate in special projects as required.

Required profile

• Bachelor’s degree in Marketing, Supply Chain, International Commerce or a related field, or equivalent experience.
• 4–5 years of experience in a customer‑facing role within the transportation industry.
• Proven ability to work collaboratively with sales, operations and service teams.

Required skills

• Proficiency with Microsoft Office suite: Excel, Outlook, Word, PowerPoint, Projects, Access, SharePoint.
• Experience with mainframe accounting systems such as Lawson.
• Familiarity with CRM platforms and legacy systems (e.g., CICS).
• Ability to use Service Cloud or similar customer service tools.