Regional Customer Satisfaction Team Lead

• Maintain a high level of Customer Satisfaction by reviewing calls/emails for quality assurance in Calabrio
• Monitor the CUIC dashboard to maintain an acceptable service level for the Regional  Inbound calls
• Review QA Calibration scores with the assigned QA Representative
• Ensure a high level of productivity by reviewing the Productivity Scores with the Reps
• Conduct side by sides as needed for growth development
• Monitor CRM Touches and pull any that are highly escalated or that need additional assistance
• Review the Growth & Development Opportunities and coach as needed
• Assist with the interview process
• Provide open lines of communication and support with the assistance of Webex/Microsoft Teams 
• Communicates with the team
• Performs other duties as required

Is your career taking you where you want to go?
When it began in 1924, Saia LTL Freight covered a two-state area: Louisiana and Texas. Today, Saia is one of the most successful carriers in the U.S., providing nationwide less-than-truckload (LTL), non-asset truckload, and third-party logistics services. Headquartered in Johns Creek, Georgia, Saia is a fast growing company offering industry leading benefits and opportunities to inspire every member of our team. With over 12,000 employees dedicated to their jobs and our customers, you may discover your own career path at Saia.

Position Summary

Investigates lost or damaged freight for internal and external customers. Resolves overage, shortage, and damaged freight issues.

Major Tasks and Responsibilities

• Investigates and analyzes reported freight issues to facilitate quick resolutions.
• Follows established claims processes and procedures.
• Communicates between internal and external customers to resolve shipping and freight issues.
• Leads the resolution of complex customer issues, complaints, and questions.
• Prepares, reviews, and bundles paperwork for shipping and freight disputes.
• Handles high volume calls in a fast-paced environment.
• Delegates and monitors the work of other operations clerks.

Preferred Qualifications

• High school diploma or GED.
• 3+ years of transportation and/or related experience.
• Working knowledge of Microsoft Office.
• Proficient customer service and computer skills.

Pay Rate: $21.75 - $27.00 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.

Our Mission
At Saia Inc., success comes down to taking care of the people who matter most – our customers, our employees and our shareholders. The rest will take care of itself.

To safely drive our customers’ success with custom solutions built on the three pillars of our service-focused values: people, purpose and performance.

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.