Lead Customer Care Specialist

20 Saia Motor Freight Line LLC; Denver (CO); On-site; USD 3,292,464 - 4,098,360; Full time

Job summary

Saia is seeking a proactive customer care leader to resolve escalated service issues and guide OS&D resolutions. You will liaise between customers, terminal operations, and internal teams to ensure timely, accurate outcomes in a fast-paced environment.

The role focuses on coaching a care specialist team, managing high call volumes, and maintaining strong service standards while identifying process improvements for smoother operations across the network.

Qualifications

• Must be at least 18 years of age.
• High school diploma or GED.
• Authorized to work in the United States.
• Read, write, and communicate in English to perform job tasks.

Responsibilities

• Lead escalated inquiries and resolve service issues across channels.
• Investigate OS&D cases and facilitate timely resolutions.
• Oversee the claims process and ensure accurate documentation.
• Serve as liaison between customers, terminals, and internal teams.
• Review shipment and dispute documentation for accuracy.
• Manage high call volumes while maintaining service quality.
• Coach care specialists to improve performance.
• Identify recurring issues and suggest improvements.

Skills

Customer service

Coaching

Communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

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

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.

Major Tasks and 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.

Minimum Qualifications

• 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.

Preferred Qualifications

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

Work Conditions and Physical Demands

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.

Pay Rate

Pay Rate: $23.90 - $29.75 per hour, based on 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.

Make Your Move At Saia, our people are the reason we’ve been successful for over a century in the industry. Together, we’ve created a positive culture that’s driven by our core values – like dignity and respect, a customer-first approach, safety and more. With hundreds of terminals across the country and growing, we’re always looking for more collaborative and motivated individuals to join our team. So, if you’re ready to put your career on a solid path, let’s go further.

Equal Opportunity Employer

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.

With headquarters in Georgia, Saia LTL Freight operates across the U.S. and employs thousands of people nationwide. Through our network of partners, we serve the balance of the U.S. including Alaska and Hawaii, plus Puerto Rico, Canada and Mexico. Through our three operating service groups-Saia LTL, LinkEx, and Saia Logistics Services-we provide complete transportation and logistics solutions. As a company, Saia is dedicated to providing every employee the opportunity and environment to continue to grow and contribute, individually and as part of a team.