Saia, a less-than-truckload carrier, has recently made the decision to lay off its customer service teams in favor of having local terminals handle the service function moving forward. This restructuring will impact an undetermined number of customer service representative teams in locations such as Atlanta and Boise, Idaho. Employees were given a 60-day notice and have the opportunity to earn a bonus if they remain on board throughout that period.
A representative from Saia, based in Johns Creek, Georgia and listed on the NASDAQ as SAIA, confirmed the restructuring to FreightWaves. The company stated that the changes were made to better align with the evolving needs of the business and customer expectations. The goal of this restructuring is to improve response times to customers and increase efficiency across its network of terminals.
The company has invested in bringing customer service closer to the client by leveraging technology and allowing customers to call their local terminal directly for faster response times. This shift is intended to deliver an improved customer experience. While the exact number of employees affected by these changes was not disclosed, Saia remains focused on delivering reliable and responsive service to its customers.
Fritz Holzgrefe, Saia’s president and CEO, emphasized the company’s commitment to assessing opportunities for improvement. Despite the recent restructuring, Saia reported a 12.2% year-over-year tonnage increase in February, following a 13.8% tonnage increase in January. This growth was driven by a 4.2% increase in shipments and a 7.6% increase in weight per shipment.
Saia’s recent acquisition of 28 terminals from bankrupt Yellow Corp. has contributed to its growth, with the company opening 69 and relocating 28 terminals in recent years. The first-quarter guidance from Saia calls for a slight margin deterioration, with an operating ratio of approximately 87.5%, which is 300 basis points worse year-over-year. However, the full-year 2025 guidance is more optimistic, projecting an 80 to 100 basis points of margin improvement and an operating ratio of 84%.
In conclusion, Saia’s restructuring of its customer service department is part of a larger effort to adapt to the changing needs of its business and customers. By focusing on improving response times and efficiency, the company aims to enhance the overall customer experience. Despite these changes, Saia remains committed to delivering reliable and responsive service to its customers while continuing to seek opportunities for improvement in the future.
