Logistics Customer Care Pro: Escalations & Scheduling

20 Saia Motor Freight Line LLC

Trenton (NJ)

On-site

USD 32,000 - 39,000

Full time

9 days ago

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Saia is seeking an experienced customer service professional to deliver escalated support to customers and work closely with terminal operations to resolve disputes and scheduling conflicts. The role requires attention to detail, accuracy, and proactive communication to drive satisfaction and operational excellence.

Responsibilities include handling inquiries, investigating freight issues, coordinating with dispatch, and ensuring accurate documentation.

Qualifications

Minimum of 5+ years of transportation, customer service, or related experience.
Proficient in Microsoft Office and data entry.
Strong communication and problem-solving skills.

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.
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.