Manager, Customer Care Quality

20 Saia Motor Freight Line LLC; Charlotte (NC); Vor Ort; USD 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Training & development

Competitive compensation

Zusammenfassung

Saia seeks a Customer Service Operations Manager to lead field service teams across multiple terminals in a defined region. You will drive customer satisfaction by supervising representatives, setting performance goals, and ensuring adherence to quality standards.

The role requires 5+ years in customer service with prior management, a bachelor’s degree, and willingness to travel 25% or more. You will collaborate with sales and operations to optimize processes and coach staff through training

Qualifikationen

• Bachelor’s degree in business or a related area.
• 5+ years of customer service experience.
• Prior management experience.
• Willingness to travel 25% or more of the time.

Aufgaben

• Supervises customer service operations within multiple terminals, coaching representatives, setting performance goals, and providing feedback to improve 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 representatives.
• 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.

Kenntnisse

Leadership

Customer service

Coaching

Performance metrics

Ausbildung

Bachelor’s degree in business

Tools

CRM software

Jobbeschreibung

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.

Major Tasks and 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.

Preferred Qualifications

• Bachelor’s degree in business or a related area.
• 5+ years of customer service experience.
• Prior management experience.
• Willingness to travel 25% or more of the time.

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.

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.