Escalated Support Specialist - Logistics

Talentify; Calhoun (GA); On-site; USD 32,000 - 39,000; Full time

Job summary

Saia is seeking a Customer Service professional to deliver escalated support to customers while working closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will maintain high standards of accuracy and communication to drive customer satisfaction and operational excellence.

The role requires thorough documentation, collaboration with drivers, and timely responses to inquiries.

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 English to perform duties and complete documents/reports.

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 terminal information.
• Conducts driver check-ins to verify deliveries and address service-related concerns.
• Investigates OS&D exceptions and resolves issues promptly per procedures to minimize claims.
• Identifies recurring service issues and recommends improvements to enhance the customer experience.

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia is seeking a Customer Service professional to deliver escalated support to customers while working closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will maintain high standards of accuracy and communication to drive customer satisfaction and operational excellence.

The role requires thorough documentation, collaboration with drivers, and timely responses to inquiries.