Logistics Customer Care Specialist - Escalated Support

saia; Washington; On-site; USD 32,000 - 39,000; Full time

Job summary

Saia is seeking a Customer Service Dispatcher to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and service concerns. You will maintain accuracy in documentation and support billing and data entry tasks.

Responsibilities include handling inquiries, scheduling deliveries, verifying driver check-ins, and addressing OS&D issues with a focus on continuous improvement and customer satisfaction.

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 the English language to perform job tasks.
• Preferred: 5+ years of transportation, customer service, or related experience.
• Preferred: Proficiency in 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

Communication

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia is seeking a Customer Service Dispatcher to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and service concerns. You will maintain accuracy in documentation and support billing and data entry tasks.

Responsibilities include handling inquiries, scheduling deliveries, verifying driver check-ins, and addressing OS&D issues with a focus on continuous improvement and customer satisfaction.