Lead Customer Care Specialist

Saia Inc.•Henderson, CO

7d•$24 - $30•Onsite

About The Position

Leads escalated customer support by resolving complex service issues and guiding the resolution of overage, shortage, and damage (OS&D) concerns. Serves as a key liaison between customers, terminal operations, and internal teams to deliver timely resolutions and maintain high service standards.

Requirements

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.

Nice To Haves

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

Responsibilities

Leads the resolution of escalated customer inquiries, complaints, and service issues across multiple communication channels.
Investigates and analyzes OS&D cases and facilitates timely and effective resolutions in line with company procedures.
Oversees the claims process and ensures adherence to standards and accuracy in documentation.
Serves as a primary liaison between internal teams, terminal operations, and external customers to resolve freight concerns.
Reviews and prepares shipment and dispute documentation for accuracy and completeness.
Manages high call volumes in a fast-paced environment while maintaining service quality.
Delegates tasks and monitors performance and provides coaching to customer care specialists to support team development and efficiency.
Identifies recurring service or process issues and recommends improvements to enhance customer experience and team performance.