Senior Customer Care Specialist, Logistics & Escalations

Saia; Laurel (MD); On-site; USD 32,000 - 39,000; Full time

Job summary

Saia in Laurel, MD seeks a Customer Service/Dispatch specialist to deliver escalated support to customers and work with terminal operations to resolve disputes and service concerns. You will maintain accuracy and clear communication to drive customer satisfaction and operational excellence.

Responsibilities include handling inbound calls and emails, coordinating with operations to schedule deliveries, and preparing shipment paperwork.

Qualifications

• Must be 18 years or older.
• High school diploma or GED is required.
• Authorized to work in the United States.
• Read/write/communicate English to manage tasks and reports.

Responsibilities

• Handle inbound calls and emails; resolve inquiries and maintain customer satisfaction.
• Investigate freight issues and manage claims processes.
• Coordinate with operations to schedule deliveries and resolve conflicts.
• Prepare shipment and dispute paperwork for accuracy.
• Support billing, data entry, and recordkeeping.
• Conduct driver check-ins to verify deliveries.
• Investigate OS&D exceptions and resolve issues per company procedures.
• Identify recurring issues and suggest improvements.

Skills

Customer service

English proficiency

Communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia in Laurel, MD seeks a Customer Service/Dispatch specialist to deliver escalated support to customers and work with terminal operations to resolve disputes and service concerns. You will maintain accuracy and clear communication to drive customer satisfaction and operational excellence.

Responsibilities include handling inbound calls and emails, coordinating with operations to schedule deliveries, and preparing shipment paperwork.