Manager, Customer Care Quality

Saia Inc.; York (York County); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Saia Inc. is seeking a Regional Customer Service Manager to oversee operations across multiple terminals, ensuring high levels of customer satisfaction and coordinating with local leadership.

You will coach teams, monitor metrics like call resolution time and CSAT, and partner with sales and operations to deliver a seamless experience. Travel 25%+ is expected in this role.

The ideal candidate has a bachelor’s degree and at least five years of customer service leadership experience.

Qualifications

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

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.

Skills

Customer service leadership

Coaching and development

Performance metrics

Cross-functional collaboration

Travel readiness

Education

Bachelor’s degree in business or related

Tools

CRM software

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

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.

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.

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.