Senior Logistics Customer Support & Escalations

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

Benefits offered by this job

Competitive compensation

Great benefits

Job summary

Saia Motor Freight Line LLC is seeking a Customer Service Specialist to deliver escalated support to customers and collaborate with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will maintain accuracy and clear communication to drive satisfaction and operational excellence.

The role involves handling inbound calls and emails, investigating freight issues, managing claims, coordinating with dispatch, and supporting billing and data entry.

Qualifications

• High school diploma or GED required.
• Must be able to read, write, speak and comprehend English to perform tasks and communicate effectively.
• Authorized to work in the United States.

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

Customer service

Communication

MS Office

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Saia Motor Freight Line LLC is seeking a Customer Service Specialist to deliver escalated support to customers and collaborate with terminal operations to resolve disputes, scheduling conflicts, and service concerns. You will maintain accuracy and clear communication to drive satisfaction and operational excellence.

The role involves handling inbound calls and emails, investigating freight issues, managing claims, coordinating with dispatch, and supporting billing and data entry.