Customer Care Specialist

Position Summary Delivers escalated support to customers while working closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. Maintains high standards of accuracy and communication to drive customer satisfaction and operational excellence. Major Tasks and 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. Minimum Qualifications Must be at least 18 years of age. High school diploma or GED. Authorized to work in the United States. Read, write, communicate, and comprehend English to perform the job tasks, including conversing with co‑workers and customers, understanding oral and written instructions and regulations, responding to management and government inquiries, and accurately completing documents and reports. Preferred Qualifications 5+ years of transportation, customer service, or related experience. Working knowledge of Microsoft Office. Work Conditions and Physical Demands Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The position is primarily in a terminal office environment with frequent computer and phone use. Workers sit for extended periods during data entry and administrative tasks, walk through warehouse and dock areas as needed, and may be exposed to noise, dust, and varying temperatures. Communication with drivers, coworkers, and customers occurs regularly in person, by phone, and electronically. Occasionally lifts or carries office supplies or small packages up to 20 pounds. Wear of safety gear such as high‑visibility vests, hearing protection, or safety footwear may be required in operational areas. Work hours may extend beyond the standard schedule during peak periods or to resolve service issues. Pay Rate $22.65 – $27.80 per hour, based on experience. Benefits Competitive compensation and comprehensive benefits are provided, including health, dental, vision, retirement plans, and paid time off. Equal Opportunity Employer Statement Saia is an Equal Opportunity Employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr 20 Saia Motor Freight Line LLC