Customer Care Specialist II

Saia•Baltimore, MD

4d•Onsite

About The Position

The Customer Care Specialist II supports customers and terminal operations by managing communications and coordinating service activities. The role provides accurate documentation and timely assistance to strengthen customer relationships and improve operational efficiency. It works primarily in a terminal office environment and involves regular communication with drivers, coworkers, and customers.

Requirements

Must be at least 18 years of age.
High school diploma or GED.
Authorized to work in the United States.
Able to read, write, communicate, and comprehend English to perform job tasks, including communicating with coworkers and customers, understanding instructions and regulations, responding to inquiries, and accurately completing required documents and records.

Nice To Haves

2+ years of transportation, customer service, or related experience.
Working knowledge of Microsoft Office.

Responsibilities

Handle inbound calls and emails, schedule appointments, and address inquiries about orders and deliveries.
Coordinate with terminal operations to optimize pickup and delivery times based on customer needs.
Confirm delivery availability with dispatch and address scheduling conflicts.
Prepare and review dispatch paperwork for accuracy and completeness.
Support billing and data entry while maintaining accurate terminal records.
Conduct driver check-ins to verify delivery performance and address service issues.
Respond to customer requests across multiple channels to resolve issues and deliver satisfaction.
Monitor service activities, identify potential problems, and take corrective action to maintain quality.