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Job description

The road to a great career starts with Saia! Under the general supervision of the Customer Contact Center Manager, manages and resolves service requests from internal and external customers through various channels of correspondence including email, chat, fax, instant messaging and verbal communication. Responsibilities

• Manages and resolves service requests from internal and external customers through various channels of correspondence including email, chat, fax, instant messaging and verbal communication.
• Collaborates with customers on problem shipments to analyze and correct unsatisfactory service performance.
• Proactively identifies issues prior to occurrence and takes corrective action to avoid service defects.
• Resolves complex issues with both internal and external customers.
• Monitors and updates CRM dashboard to ensure communication, timely responses and resolutions are being provided to customers for follow up.
• Performs other duties as required.

Preferred Qualifications

• College Degree preferred
• 1-2 years of experience in customer service/LTL operations
• Cisco Interaction Manager (CIM) experience
• Effective oral, written, interpersonal communication and telephone skills
• Efficient and accurate workload prioritization skills
• Demonstrated proficiency in CRM
• Ability to work flexible hours
• Ability to work unsupervised within specific instructional guidelines

Today, Saia's network of terminals covers 44 states in the U.S. as well as Canada. Through our network of partners, we serve the balance of the U.S. including Alaska and Hawaii, plus Puerto Rico and Mexico. Through our three operating service groups - Saia LTL, Linkex, and Saia Logistics Services - we provide complete transportation and logistics solutions.