Logistics Customer Care Specialist - Escalations & Support

Saia Inc.; Portland (ME); On-site; USD 31,000 - 39,000; Full time

Job summary

Saia Inc. is seeking an experienced customer service professional in Portland, Maine to handle escalated inquiries and coordinate with terminal operations for timely deliveries.

The role emphasizes accuracy, clear communication, and strong problem-solving skills in a fast-paced logistics environment. You will resolve disputes, manage claims processes, and support billing and data entry while maintaining up-to-date terminal information.

Qualifications

• Must be at least 18 years of age.
• High school diploma or GED required.
• Authorized to work in the United States.
• Read, write, communicate and comprehend English to perform tasks and complete documents.

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

Communication

Data entry

English proficiency

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Job description

Saia Inc. is seeking an experienced customer service professional in Portland, Maine to handle escalated inquiries and coordinate with terminal operations for timely deliveries.

The role emphasizes accuracy, clear communication, and strong problem-solving skills in a fast-paced logistics environment. You will resolve disputes, manage claims processes, and support billing and data entry while maintaining up-to-date terminal information.