Lead Customer Care Specialist

About the role

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.

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.

Requirements

• 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 to perform tasks such as conversing with coworkers and the public, understanding instructions, responding to inquiries, and completing documents accurately.

Preferred Qualifications

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

Work Conditions and Physical Demands

• 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

$23.90 - $29.75 per hour, based on experience.

Benefits

At Saia, your success is our success! We provide competitive benefits to reward superior employee performance, including:

• Recognition for hard work and achievements.
• Opportunities for career growth and skill development.