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Sr. Representative, Customer Care

Company: Crowley Maritime Corporation
Location: Anchorage
Posted on: January 9, 2022

Job Description:

*OUR PEOPLE:** *Crowley is a privately-owned marine, transportation and logistics company providing worldwide solutions since 1892. We have over 6,000 high-performing team members in 35 countries and Caribbean territories, who are diverse, encouraged and deliver on their commitments. We are Crowley, the people who know. *THE CROWLEY WAY:***We believe in and celebrate the power of collaboration between people with diverse backgrounds and experiences who share their differences and are driven to achieve business and personal goals. We support the development of our high-performers and are committed to guiding them every step of the way. *SUMMARY:** *Responsible for performing moderate to complex sales and service functions for targeted markets, programs and sales as assigned to ensure complete customer satisfaction and retention. *GENERAL RESPONSIBILITIES:** *Handle complex customer inquiries and build long-term relationships with the customers. Identify and assess the customer needs to achieve customer satisfaction. Answer inbound and outbound customer calls , respond to questions, work as a liaison with various departments and process owners to resolve service issues. Work with the appropriate departments to correct errors, develop leads, identify areas of opportunities for process improvements. Provide recommendations to optimize the focus of current procedures, as well as deliver value added services. Assist, influence and sell logistics service offerings to customers for the complete supply chain solutions. Prepare and analyze reports to better meet the customer needs. Handle complaints and offer appropriate solutions within guidelines to ensure resolution. Meet deadlines in a fast paced environment and take a proactive approach with our customers. Assist onboarding customers using our new Crowley On Line Services products. Responsible for the day-to-day administration of key apparel accounts that involve interaction with multiple departments while acting as a liaison to gather customer account information. Independently analyze data analytics, recommend, propose and execute options based on provided information. Identify and report areas of opportunity for enhancement to existing processes. *EDUCATION:** *Bachelor's Degree preferred or job-related formal training after high school.* * *EXPERIENCE:** *4 years experience working in a customer interface role within the transportation industry and dealing with customers as a primary job function. *TECHNICAL PROFICIENCY:** *Proficient with Microsoft Office products, including Word, Outlook, Excel and SharePoint. *COMPETENCIES: ***Ability to communicate effectively verbally and in writing. Ability to establish and maintain effective working relationships with internal/external business partners. Ability to evaluate process effectiveness and develop change or alternatives. Ability to function effectively with, or as part of a team. Ability to indirectly mentor, coach, train and/or supervise employees. Ability to effectively manage projects that may vary in nature and scope. Ability to identify and/or document existing and new trend, as well as evaluate and predict their impact on the organization. Ability to provide subject matter expertise, counsel, and effectively influence others at various levels within the organization. Knowledge of and ability to apply the concepts, principles and practices of change management. *OTHER:** *Bilingual (English/Spanish) may be required. Ability to travel as needed to complete tasks, including weekends ensuring to comply with all work rules, including those pertaining to safety and health. *JOB SCOPE:** ***Position impacts multiple business units/segments. *WORKING CONDITIONS: ***Normal office environment with little exposure to excessive noise, dust, temperature and the like. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time. **Job:** **Sales* **Organization:** **Crowley USD BU* **Title:** *Sr. Representative, Customer Care* **Location:** *AK-Anchorage* **Requisition ID:** *USA0001PG*

Keywords: Crowley Maritime Corporation, Anchorage , Sr. Representative, Customer Care, Other , Anchorage, Alaska

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