Escalation Specialist - Logistics Customer Care

20 Saia Motor Freight Line LLC; Phoenix (AZ); On-site; USD 31,000 - 39,000; Full time

Job summary

Saia is seeking a Customer Support Specialist to handle escalated inquiries from customers, collaborating with terminal operations to resolve disputes and scheduling issues. You will maintain accuracy and clear communication to drive satisfaction and operational excellence.

Responsibilities include handling calls and emails, investigating freight issues, coordinating with dispatch to confirm deliveries, and preparing paperwork for shipments and disputes.

Qualifications

• Must be at least 18 years old.
• High school diploma or GED.
• Authorized to work in the United States.
• Read, write, communicate and comprehend English to perform the job and complete records.

Responsibilities

• Handle inbound calls and emails, resolve inquiries, and ensure a positive customer experience.
• Investigate freight issues, manage claims, and apply policies to resolve disputes.
• Coordinate with terminal operations and dispatch to confirm availability and schedule deliveries.
• Prepare and review shipment and dispute paperwork for accuracy.
• Support billing, data entry, and recordkeeping while maintaining terminal information.
• Conduct driver check-ins to verify deliveries and address service-related concerns.
• Identify recurring service issues and recommend improvements to enhance the customer experience.

Skills

Customer service

Communication

Tools

Microsoft Office

Job description

Saia is seeking a Customer Support Specialist to handle escalated inquiries from customers, collaborating with terminal operations to resolve disputes and scheduling issues. You will maintain accuracy and clear communication to drive satisfaction and operational excellence.

Responsibilities include handling calls and emails, investigating freight issues, coordinating with dispatch to confirm deliveries, and preparing paperwork for shipments and disputes.