Logistics Customer Care Specialist – Escalations & Scheduling

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

Job summary

Saia Inc. is seeking a customer-focused professional to deliver escalated support to customers and work with terminal operations to resolve disputes and scheduling issues. The role emphasizes accuracy, clear communication, and driving operational excellence.

You will interact with drivers, customers, and management while maintaining knowledge of policies, procedures, and service expectations. The position supports billing and data entry with standard office tools in a fast-paced terminal

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

Skills

Customer service

MS Office

Communication skills

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Inc. is seeking a customer-focused professional to deliver escalated support to customers and work with terminal operations to resolve disputes and scheduling issues. The role emphasizes accuracy, clear communication, and driving operational excellence.

You will interact with drivers, customers, and management while maintaining knowledge of policies, procedures, and service expectations. The position supports billing and data entry with standard office tools in a fast-paced terminal