Customer Care Specialist III

Saia • Baltimore, MD

2d • Onsite

About The Position

The Customer Care Specialist III delivers escalated customer support and works closely with terminal operations to resolve disputes, scheduling conflicts, and service concerns. The role maintains high standards of accuracy and communication to support customer satisfaction and operational excellence. It handles customer calls and emails, investigates freight issues and claims, coordinates deliveries, and supports billing and administrative recordkeeping. The position works primarily in a terminal office, with occasional activity in warehouse and dock areas.

Requirements

• 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, the public, customers, management, and government representatives; understanding instructions and regulations; and completing required documents, reports, and records.

Nice To Haves

• 5 or more years of transportation, customer service, or related experience.
• Working knowledge of Microsoft Office.

Responsibilities

• Handle inbound calls and emails, resolve escalated inquiries, and provide 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 recordkeeping 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 in accordance with company procedures to minimize potential claims.
• Identify recurring service issues and recommend improvements to enhance the customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED