Manager, Customer Care Quality

Saia Inc. • Grand Prairie, TX

6d

About The Position

Ready To Go Further? Saia is a different kind of logistics and transportation company. We do things the right way. You‘ll see it in our commitment to our people, customers, and community. You‘ll feel it in the support you get on day one – from leadership and from your team. A job with Saia is packed with opportunity – from learning new skills and advancing to competitive compensation and great benefits. It's all here and it’s exactly what going further is all about. Position Summary Manages customer service operations within a geographic region. Ensures high levels of customer satisfaction by overseeing service teams across multiple locations, monitoring performance metrics, addressing customer concerns, and collaborating with local leadership to achieve regional customer service goals.

Requirements

• 5+ years of customer service experience.
• Prior management experience.
• Willingness to travel 25% or more of the time.

Nice To Haves

• Bachelor’s degree in business or a related area.

Responsibilities

• Supervises customer service operations within multiple terminals, including coaching customer service representatives, setting performance goals, and providing feedback to improve customer interactions.
• Tracks key customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity.
• Reviews customer service calls and interactions to ensure adherence to company standards and quality guidelines.
• Handles complex customer complaints and escalated issues that cannot be resolved at the representative level.
• Works with customer service trainers to provide ongoing training and development opportunities for customer service representatives to improve their skills and knowledge.
• Collaborates with sales, operations, and other internal stakeholders to ensure a seamless customer experience.
• Develops and implements strategies to improve business processes, increase productivity, and enhance the customer experience.

Benefits

• At Saia, your success is our success! That’s why we work hard to provide you with what you need to build an awesome career. We are committed to rewarding superior employee performance so that when you work hard, your achievements won’t go unnoticed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager