Senior Customer Care Specialist: Logistics Disputes Support

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

Job summary

Saia Inc. is seeking a Customer Support Associate to provide escalated customer assistance while collaborating with terminal operations to resolve disputes and service concerns.

Accuracy and clear communication are essential to drive customer satisfaction and operational excellence. The role supports billing and data entry, coordinates with drivers and dispatch, and may involve shift hours beyond the standard schedule during peak periods.

Qualifications

• Must have strong written and verbal communication to interact with customers and internal teams.
• Proficiency with Microsoft Office or similar software.
• Experience in transportation or customer service is preferred.

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

Skills

Microsoft Office

Education

High school diploma or GED

Job description

Saia Inc. is seeking a Customer Support Associate to provide escalated customer assistance while collaborating with terminal operations to resolve disputes and service concerns.

Accuracy and clear communication are essential to drive customer satisfaction and operational excellence. The role supports billing and data entry, coordinates with drivers and dispatch, and may involve shift hours beyond the standard schedule during peak periods.