Logistics Customer Support Specialist (Escalations)

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

Job summary

Saia is seeking a customer support professional to deliver escalated assistance, coordinate with terminal operations, and resolve disputes. You will maintain accuracy in documentation and support billing and data entry tasks while ensuring a high level of customer satisfaction.

Ideal candidates bring 5+ years in transportation or customer service, and proficiency with Microsoft Office. Expect a role based in a terminal office environment with potential peak-period hours.

Qualifications

• Must be at least 18 years old.
• High school diploma or GED.
• Authorized to work in the United States.
• 5+ years of transportation, customer service, or related experience.
• Working knowledge of Microsoft Office.

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.
• Identifies recurring service issues and recommends improvements to enhance the customer experience.

Skills

Customer service

Microsoft Office

Education

High school diploma or GED

Job description

Saia is seeking a customer support professional to deliver escalated assistance, coordinate with terminal operations, and resolve disputes. You will maintain accuracy in documentation and support billing and data entry tasks while ensuring a high level of customer satisfaction.

Ideal candidates bring 5+ years in transportation or customer service, and proficiency with Microsoft Office. Expect a role based in a terminal office environment with potential peak-period hours.