Customer Care Specialist III

Delivers escalated customer support to customers while coordinating with terminal operations to resolve disputes, scheduling conflicts, and service concerns. Handles inbound calls and emails, investigates freight issues, manages claims processes, and applies policies to resolve disputes fairly and efficiently. Coordinates with terminal operations and dispatch to confirm availability, schedule deliveries, and resolve conflicts. Prepares and reviews shipment and dispute paperwork for accuracy and completeness. Supports billing, data entry, and recordkeeping while maintaining up-to-date terminal information. Conducts driver check-ins to verify deliveries and address service-related concerns. Investigates OS&D exceptions and resolves issues promptly in accordance with company procedures to minimize potential claims. Identifies recurring service issues and recommends improvements to enhance the customer experience.