Logistics Customer Care Specialist: Escalations & Solutions

saia; New Jersey; On-site; USD 32,000 - 40,000; Full time

Job summary

Saia is a logistics and transportation company seeking a customer service professional to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and service concerns.

Responsibilities include handling calls/emails, investigating freight issues, processing paperwork, and supporting billing and data entry. Strong English communication and 5+ years in related fields are preferred. Located in New Jersey.

Qualifications

• Minimum 5+ years of transportation, customer service, or related experience.
• Authorized to work in the United States.
• Read, write, communicate and comprehend the English language to perform tasks.

Responsibilities

• Handles inbound calls and emails, resolves escalated inquiries, and ensures a positive customer experience.
• Investigates freight issues, manages claims processes, and resolves 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 terminal information.
• Conducts driver check-ins to verify deliveries and address service-related concerns.
• Investigates OS&D exceptions and resolves issues to minimize potential claims.
• Identifies recurring service issues and suggests improvements to enhance the customer experience.

Skills

Customer service

Communication

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia is a logistics and transportation company seeking a customer service professional to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and service concerns.

Responsibilities include handling calls/emails, investigating freight issues, processing paperwork, and supporting billing and data entry. Strong English communication and 5+ years in related fields are preferred. Located in New Jersey.