Senior Customer Care Specialist, Freight Escalations

20 Saia Motor Freight Line LLC; Baltimore (MD); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Competitive compensation

Great benefits

Job summary

Saia is seeking a Customer Service/Disputes Coordinator to deliver escalated customer support and work closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will ensure accuracy in documentation and maintain high levels of customer satisfaction and operational excellence.

Responsibilities include handling calls and emails, investigating freight issues and claims, coordinating with dispatch, and supporting billing and data entry.

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 job tasks and handle documents and records.

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.
• 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 promptly to minimize claims.

Skills

Customer service

Microsoft Office

Clear communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia is seeking a Customer Service/Disputes Coordinator to deliver escalated customer support and work closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will ensure accuracy in documentation and maintain high levels of customer satisfaction and operational excellence.

Responsibilities include handling calls and emails, investigating freight issues and claims, coordinating with dispatch, and supporting billing and data entry.