Customer Care Specialist

Saia Inc.; Phoenix (AZ); On-site; USD 30,307 - 41,328; Full time

Benefits offered by this job

Competitive benefits

Competitive pay

Opportunity for growth

Job summary

Saia Inc. in Phoenix, AZ is seeking a Customer Support Specialist to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and service concerns.

You will handle inbound calls and emails, investigate issues, assist with billing and documentation, and help ensure accurate records and timely deliveries. The role requires strong communication and a dedication to operational excellence.

Qualifications

• High school diploma or GED.
• Authorized to work in the United States.
• Read, write and communicate in English.

Responsibilities

• Handle inbound calls and emails; resolve escalated inquiries.
• Investigate freight issues; manage claims; apply policies.
• Coordinate with terminal operations and dispatch to schedule deliveries.
• Prepare and review shipment and dispute paperwork for accuracy.
• Support billing, data entry, and recordkeeping.
• Conduct driver check-ins to verify deliveries.
• Investigate OS&D exceptions and resolve promptly.
• Identify recurring service issues and recommend improvements.

Skills

Customer service

Communication skills

Microsoft Office

Problem solving

Education

High School Diploma or GED

Tools

MS Excel

Job description

Ready To Go Further? Saia is a different kind of logistics and transportation company. We do things the right way. You’ll see it in our commitment to our people, customers, and community. You’ll feel it in the support you get on day one – from leadership and from your team. A job with Saia is packed with opportunity – from learning new skills and advancing to competitive compensation and great benefits. It’s all here and it’s exactly what going further is all about.

Position Summary

Delivers escalated support to customers while working closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. Maintains high standards of accuracy and communication to drive customer satisfaction and operational excellence.

Major Tasks and Responsibilities

• Handles inbound calls and emails, resolves escalated inquiries, and ensures a positive customer experience.
• Investigates freight issues, manages claims processes, and applies policies to resolve disputes fairly and efficiently.
• Coordinates with terminal operations and dispatch to confirm availability, schedule deliveries, and resolve conflicts.
• Prepares and reviews shipment and dispute paperwork for accuracy and completeness.
• Supports billing, data entry, and recordkeeping while maintaining up-to-date terminal information.
• Conducts driver check-ins to verify deliveries and address service-related concerns.
• Investigates OS&D exceptions and resolves issues promptly in accordance with company procedures to minimize potential claims.
• Identifies recurring service issues and recommends improvements to enhance the customer experience.

Minimum Qualifications

• Must be at least 18 years of age.
• High school diploma or GED.
• Authorized to work in the United States.
• Read, write, communicate and comprehend the English language in order to perform the various tasks of the job, including but not limited to: converse with co‑workers and members of the general public, including customers; understand oral and written instructions as well as governmental regulations; respond to questions and inquiries from management and government representatives; and accurately complete various documents, reports and records required of the position.

Preferred Qualifications

• 5+ years of transportation, customer service, or related experience.
• Working knowledge of Microsoft Office.

Work Conditions and Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works primarily in a terminal office environment with frequent computer and phone use.
• Sits for extended periods while performing data entry and administrative tasks.
• Walks through warehouse and dock areas as needed, with exposure to noise, dust, and varying temperatures.
• Communicates regularly with drivers, coworkers, and customers in person, by phone, and electronically.
• Occasionally lifts or carries office supplies or small packages up to 20 pounds.
• May be required to wear safety gear such as high-visibility vests, hearing protection, or safety footwear in operational areas.
• Work hours may extend beyond the standard schedule during peak periods or to resolve service issues.

Pay Rate: $22.85 - $28.15 per hour, based on experience

Benefits

At Saia, your success is our success! That’s why we work hard to provide you with what you need to build an awesome career. We are committed to rewarding superior employee performance so that when you work hard, your achievements won’t go unnoticed.

Make Your Move: At Saia, our people are the reason we’ve been successful for over a century in the industry. Together, we’ve created a positive culture that’s driven by our core values – like dignity and respect, a customer‑first approach, safety and more. With hundreds of terminals across the country and growing, we’re always looking for more collaborative and motivated individuals to join our team. So, if you’re ready to put your career on a solid path, let’s go further.

Saia is an Equal Opportunity Employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.