Logistics Customer Care Specialist (Escalated Support)

Saia Motor Freight Line LLC; Florida; On-site; USD 32,000 - 39,000; Full time

Job summary

Saia Motor Freight Line LLC is seeking a Customer Service Associate to deliver escalated support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts and service concerns.

You will handle inbound calls and emails, investigate freight issues, prepare paperwork, and support billing and data entry to maintain accurate terminal records. This role requires clear communication and a dedication to customer satisfaction.

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.
• Preferred: 5+ years of transportation or customer service experience.
• Working knowledge of Microsoft Office.

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

English communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Motor Freight Line LLC is seeking a Customer Service Associate to deliver escalated support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts and service concerns.

You will handle inbound calls and emails, investigate freight issues, prepare paperwork, and support billing and data entry to maintain accurate terminal records. This role requires clear communication and a dedication to customer satisfaction.