Logistics Customer Care Specialist (Escalations)

Talentify; Spokane (WA); On-site; USD 31,000 - 39,000; Full time

Job summary

Saia is seeking a Customer Service Representative to deliver escalated support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will maintain accuracy and clear communication to drive satisfaction and operational excellence.

You will handle inbound calls and emails, investigate issues, coordinate with dispatch, prepare paperwork, and support billing and data entry.

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 the job tasks.

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 to minimize potential claims.
• Identifies recurring service issues and recommends improvements to enhance the customer experience.

Skills

Customer service

English language proficiency

Communication skills

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia is seeking a Customer Service Representative to deliver escalated support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will maintain accuracy and clear communication to drive satisfaction and operational excellence.

You will handle inbound calls and emails, investigate issues, coordinate with dispatch, prepare paperwork, and support billing and data entry.