Logistics Customer Support & Escalations Specialist

Saia Inc.; Toledo (OH); On-site; USD 32,000 - 39,000; Full time

Job summary

Saia Inc. is seeking a customer support professional to deliver escalated assistance and work closely with terminal operations to resolve disputes and scheduling issues. You will maintain high accuracy and clear communication to drive customer satisfaction and operational excellence.

The role involves handling calls and emails, investigating freight issues, processing paperwork, and supporting billing while aligning with policy guidelines in a fast-paced logistics environment.

Qualifications

• Must be at least 18 years old.
• High school diploma or GED.
• Authorized to work in the United States.
• Read, write, speak and comprehend English proficiently for communications and documentation.
• 5+ years in transportation or related customer service roles.
• Working knowledge of Microsoft Office.

Responsibilities

• Handle inbound calls and emails, resolve escalated inquiries, ensure positive customer experience.
• Investigate freight issues, manage claims, and apply policies to resolve disputes.
• Coordinate with terminal operations and dispatch to schedule deliveries and resolve conflicts.
• Prepare and review shipment and dispute paperwork for accuracy.
• Support billing, data entry, and recordkeeping with up-to-date terminal information.
• Conduct driver check-ins to verify deliveries and address service concerns.
• Investigate OS&D exceptions and resolve issues to minimize claims.
• Identify recurring service issues and propose improvement actions.

Skills

5+ years experience

Customer service

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Inc. is seeking a customer support professional to deliver escalated assistance and work closely with terminal operations to resolve disputes and scheduling issues. You will maintain high accuracy and clear communication to drive customer satisfaction and operational excellence.

The role involves handling calls and emails, investigating freight issues, processing paperwork, and supporting billing while aligning with policy guidelines in a fast-paced logistics environment.