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 Handle inbound calls and emails to resolve escalated inquiries and ensure a positive customer experience. Investigate freight issues, manage claims processes, and apply policies to resolve disputes fairly and efficiently. Coordinate with terminal operations and dispatch to confirm availability, schedule deliveries, and resolve conflicts. Prepare and review shipment and dispute paperwork for accuracy and completeness. Support billing, data entry, and record‑keeping while maintaining up‑to‑date terminal information. Conduct driver check‑ins to verify deliveries and address service‑related concerns. Investigate OS& D exceptions and resolve issues promptly according to company procedures to minimize potential claims. Identify recurring service issues and recommend improvements to enhance the customer experience. Minimum Qualifications At least 18 years of age. High school diploma or GED. Authorized to work in the United States. Proficient reading, writing, and verbal communication in English. Ability to understand oral and written instructions and complete required documents, reports, and records. Preferred Qualifications 5+ years of transportation, customer service, or related experience. Working knowledge of Microsoft Office. Work Conditions and Physical Demands Primarily works in a terminal office environment with frequent computer and phone use. Sits for extended periods while performing data entry and administrative tasks. Walks through warehouse and dock areas as needed, exposed to noise, dust, and varying temperatures. Communicates regularly with drivers, coworkers, and customers in person, by phone, and electronically. Occasionally lifts or carries office supplies or small packages up to 20 pounds. May be required to wear safety gear such as high‑visibility vests, hearing protection, or safety footwear in operational areas. Work hours may extend beyond the standard schedule during peak periods or to resolve service issues. Pay Rate $22.85 – $28.15 per hour, based on experience. Benefits Competitive compensation and a comprehensive benefits package including health, dental, vision, retirement plans, and opportunities for career advancement. Equal Employment Opportunity 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