Escalated Freight Support Specialist

Saia Inc.; Spokane (WA); On-site; USD 32,000 - 39,000; Full time

Job summary

Saia Inc. is hiring to deliver escalated support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts, and service concerns. The role emphasizes accuracy, timely communication, and customer satisfaction within a logistics environment.

Key tasks include managing inquiries via phone and email, investigating freight issues, and supporting billing and data entry while maintaining terminal data integrity.

Qualifications

• High school diploma or GED required.
• Authorized to work in the United States.
• Excellent written and verbal English communication.

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.

Skills

Customer service

Communication

Data entry

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Inc. is hiring to deliver escalated support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts, and service concerns. The role emphasizes accuracy, timely communication, and customer satisfaction within a logistics environment.

Key tasks include managing inquiries via phone and email, investigating freight issues, and supporting billing and data entry while maintaining terminal data integrity.