Customer Care Specialist II

Position Summary

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.

• 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.

• 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 in order to perform the various tasks of the job, including but not limited to: converse with co‑workers and members of the general public, including customers; understand oral and written instructions as well as governmental regulations; respond to questions and inquiries from management and government representatives; and accurately complete various documents, reports and records required of the position.

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

• 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.

$22.40 - $27.30 per hour, based on experience.

Competitive compensation and great benefits. Employees are rewarded for superior performance so that achievements are recognized.

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.