Escalation & Freight Care Specialist

Saia Inc.; Calhoun (GA); On-site; USD 33,000 - 39,000; Full time

Job summary

Saia Inc. is seeking a customer service specialist to provide escalated support to customers, working closely with terminal operations to resolve disputes and scheduling conflicts. You will maintain accuracy and clear communication to drive customer satisfaction and operational excellence.

The role involves handling inbound calls and emails, verifying deliveries, processing paperwork, and supporting billing and data entry in a fast-paced terminal environment.

Qualifications

• 18 years of age or older.
• High school diploma or GED.
• Authorized to work in the United States.
• Read, write, and communicate in English to perform job duties and comply with regulations.

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

English proficiency

MS Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Inc. is seeking a customer service specialist to provide escalated support to customers, working closely with terminal operations to resolve disputes and scheduling conflicts. You will maintain accuracy and clear communication to drive customer satisfaction and operational excellence.

The role involves handling inbound calls and emails, verifying deliveries, processing paperwork, and supporting billing and data entry in a fast-paced terminal environment.