Senior Logistics Customer Care Specialist

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

Job summary

Saia Inc. is seeking a customer service-oriented professional to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and scheduling conflicts.

You will uphold accuracy and clear communication to drive customer satisfaction and optimize operations. The role requires 5+ years in transportation or customer service, with strong MS Office skills and the ability to work in a fast-paced environment.

Qualifications

• Minimum 5+ years of transportation, customer service, or related experience.
• Strong working knowledge of Microsoft Office.
• Authorized to work in the United States.
• Read, write, communicate and comprehend English proficiently.

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 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

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Saia Inc. is seeking a customer service-oriented professional to deliver escalated support to customers while coordinating with terminal operations to resolve disputes and scheduling conflicts.

You will uphold accuracy and clear communication to drive customer satisfaction and optimize operations. The role requires 5+ years in transportation or customer service, with strong MS Office skills and the ability to work in a fast-paced environment.