Brokerage Customer Service, Specialty

Saia•Johns Creek, GA

About The Position

Saia is a logistics and transportation company committed to its people, customers, and community. The Brokerage Customer Service, Specialty role provides specialized customer service for brokerage transportation accounts by coordinating with customers, carriers, and internal teams. This role supports reliable service execution, timely issue resolution, and customer satisfaction throughout the shipment lifecycle.

Requirements

Associate degree in business, logistics, supply chain, or a related field.
2+ years of customer service experience in transportation, logistics, or freight brokerage.
Experience using transportation management systems (TMS).
Proficiency in Microsoft Office applications.

Responsibilities

Creates loads, accurately enters order and freight information in the transportation management system, and maintains timely shipment updates.
Arranges and manages pickup and delivery appointments in accordance with customer requirements and service commitments.
Monitors shipment progress against scheduled pickup and delivery commitments, holds carriers accountable for service performance, and proactively addresses potential disruptions.
Communicates scheduling challenges, delays, appointment conflicts, and other service issues to customers, Sales, management, and internal stakeholders to support timely resolution and service continuity.
Assigns shipments to the appropriate Customer Service Representative or Dispatch team and collaborates with Customer Service, Dispatch, Accounting, and other departments to support load execution and issue resolution.
Negotiates pricing agreements and spot-market rates with carriers, customers, and business partners.
Assists TL Freight Brokers with carrier vetting and load booking during periods of high shipment volume.