Logistics Customer Care Specialist: Escalations & Delivery Support

Saia Inc.; Mounds View (MN); On-site; USD 32,000 - 39,000; Full time

Job summary

Saia Inc. is seeking a customer support professional to deliver escalated assistance to customers while working closely with terminal operations to resolve disputes and service concerns. You will maintain accuracy and clear communication to drive customer satisfaction and operational excellence.

The role involves handling inquiries, investigating issues, coordinating with dispatch, and supporting billing and data entry, with potential for growth in a busy logistics environment.

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 English to perform task and interact with customers and management.

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

Skills

Customer service experience

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Inc. is seeking a customer support professional to deliver escalated assistance to customers while working closely with terminal operations to resolve disputes and service concerns. You will maintain accuracy and clear communication to drive customer satisfaction and operational excellence.

The role involves handling inquiries, investigating issues, coordinating with dispatch, and supporting billing and data entry, with potential for growth in a busy logistics environment.