SPECIALIST, CUSTOMER REP (OPS)

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.

The Specialist, Customer Representative is responsible for coordinating domestic and international land transportation services, ensuring that customer instructions are processed and communicated clearly, accurately, and promptly to carriers and drivers.

This position requires previous transportation experience, strong logistics coordination skills, and the ability to make informed decisions when routes or delivery plans are affected by weather conditions, road closures, infrastructure disruptions, strikes, border delays, or other operational challenges.

The selected candidate will maintain ongoing communication with customers, carriers, drivers, and internal teams, balancing the needs of all parties while identifying practical solutions that support service continuity.

Responsibilities:

• Receive and process requests for domestic and international land transportation services.
• Review customer instructions carefully, including pickup times, loading locations, destinations, equipment dimensions, and service requirements.
• Identify special service conditions, such as fumigated equipment, specific flooring requirements, equipment size, or other cargo-related needs.
• Coordinate the timely placement and dispatch of transportation equipment.
• Select carriers based on availability, location, capacity, and proximity to the pickup point.
• Calculate the time required for equipment to arrive at the requested location according to the customer’s schedule.
• Create and process transportation orders in the appropriate systems.
• Communicate all service instructions and requirements clearly and accurately to carriers and drivers.
• Follow up on transportation services from initial planning through execution and completion.
• Provide timely status updates to customers, carriers, drivers, and internal stakeholders.
• Coordinate domestic and international routes while considering travel time, distance, traffic conditions, and border-crossing requirements.
• Monitor circumstances that may affect cargo movement, including road closures, severe weather, infrastructure damage, strikes, and border delays.
• Research alternative routes or transportation options when the original service plan cannot be completed.
• Make timely operational decisions to minimize delays and support service continuity.
• Address and resolve questions, complaints, and special situations presented by customers or carriers.
• Maintain respectful and professional communication, including during high-pressure situations.
• Negotiate practical solutions with customers and transportation providers when necessary.
• Demonstrate empathy and understanding regarding the conditions drivers may face while transporting cargo.
• Stay informed about regulations and requirements applicable to land transportation.
• Coordinate and maintain documentation required for international transportation and border crossings.
• Accurately document service information and transportation traceability in the appropriate systems.
• Collaborate with teams in Costa Rica and Panama as operational needs require.
• Participate in training and development activities related to regional transportation functions.
• Follow established company procedures and customer service standards.
• Perform additional duties related to the position based on business needs.

Qualifications:

• Previous experience in land transportation, logistics, distribution, route coordination, or a related field.
• Knowledge of domestic and international transportation operations.
• Experience coordinating services with carriers, drivers, and customers.
• Ability to interpret and communicate operational instructions accurately.
• Knowledge of documentation related to land transportation and border crossings.
• Experience working under pressure and resolving operational contingencies.
• Proficiency with technology and transportation management systems.
• Availability to work Monday through Friday from 8:00 a.m. to 5:00 p.m. and Saturdays from 8:00 a.m. to 12:00 p.m.
• Availability to work on-site in Barrial de Heredia during the initial onboarding and training period.
• Basic to intermediate English proficiency, primarily to understand systems, programs, and occasional communications.

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.