Customer Care Specialist

About the role

Provides support to customers and terminal operations by managing communications and coordinating service activities. Delivers accurate documentation and timely assistance to strengthen customer relationships and improve operational efficiency.

Responsibilities

• Handles inbound calls and emails, schedules appointments, and addresses inquiries on orders and deliveries.
• Coordinates with terminal operations to optimize pickup and delivery times based on customer needs.
• Confirms delivery availability with dispatch and addresses scheduling conflicts.
• Prepares and reviews dispatch paperwork for accuracy and completeness.
• Supports billing and data entry while maintaining accurate terminal records.
• Conducts driver check-ins to verify delivery performance and address service issues.
• Responds to customer requests across multiple channels to resolve issues and deliver satisfaction.
• Monitors service activities, identifies potential problems, and takes corrective action to maintain quality.

Requirements

• 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 the English language to perform tasks such as conversing with coworkers and the public, understanding instructions and regulations, responding to inquiries, and completing documents and reports.

Preferred Qualifications

• 2+ 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 the essential functions.

• Works primarily 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, with exposure 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

$22.85 - $27.65 per hour, based on experience.

Benefits

At Saia, your success is our success! We provide:

• Rewards for superior employee performance.
• Opportunities to build an awesome career with a positive company culture driven by core values like dignity, respect, and a customer-first approach.