Senior Customer Care Specialist - Freight & Scheduling

20 Saia Motor Freight Line LLC; Charlotte (NC); On-site; USD 31,000 - 39,000; Full time

Job summary

20 Saia Motor Freight Line LLC in Charlotte, NC seeks a dispatcher to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and scheduling issues.

You will handle inbound calls and emails, investigate freight issues, support billing and data entry, and help maintain accurate records, contributing to service excellence across a dynamic transportation network.

Qualifications

• Minimum of 5+ years of transportation, customer service, or related experience.
• Proficient with Microsoft Office and basic data entry.

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.
• 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 in accordance with company procedures to minimize potential claims.
• Identifies recurring service issues and recommends improvements to enhance the customer experience.

Skills

Customer service

Transportation knowledge

Communication

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office

Job description

20 Saia Motor Freight Line LLC in Charlotte, NC seeks a dispatcher to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and scheduling issues.

You will handle inbound calls and emails, investigate freight issues, support billing and data entry, and help maintain accurate records, contributing to service excellence across a dynamic transportation network.