Regional Manager, Customer Care Quality & Excellence

20 Saia Motor Freight Line LLC; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Training & development

Competitive compensation

Job summary

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

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.

Responsibilities

• 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.

Skills

Leadership

Customer service

Coaching

Performance metrics

Education

Bachelor’s degree in business

Tools

CRM software

Job description

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