Client Logistics Lead

Redwood Logistics•Chicago, IL

6d•Hybrid

About The Position

As a Client Logistics Lead , working within Supply Chain Solutions Managed Services (one of our business units), youll play a key role in driving operational success and supporting team growth. This position blends the responsibilities of a Client Logistics Lead with emerging leadership scope, acting as a critical link between the team and senior leadership. Youll oversee core daily functionscustomer service, order entry, load planning, appointment scheduling, and issue resolutionwhile also stepping into a leadership role by mentoring team members, supporting process improvements, and helping guide performance standards. Youll collaborate closely with Leads, Managers, and cross-functional teams to ensure were delivering consistent, high-quality service to our customers. The right candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You bring strong problem-solving skills, a passion for supporting people, and the ability to lead by example. Youre someone whos ready to take the next step in their leadership journey while continuing to deliver operational excellence.

Requirements

5+ years of experience in logistics operations, transportation, or supply chain, with a strong emphasis on customer service in a 3PL/4PL or freight management environment.
Demonstrated ability to think critically and analyze operational data, KPIs, and customer metrics to support continuous improvement.
Proven capability to remain calm and effective under pressure in a fast-paced, dynamic environment.
Strong customer service orientation with a track record of managing escalations and maintaining high customer satisfaction.
Ability to drive results and be personally accountable for completing tasks and delivering team commitments within designated timeframes.
Adaptable and responsive to changing priorities, customer needs, and business requirements.
Excellent organizational and time-management skills, with the ability to balance multiple tasks and accounts efficiently.
Skilled in resolving conflicts and solving complex operational problems proactively.
Ability to produce clear, accurate, and meaningful reports for both internal stakeholders and customers.
Experienced in coordinating and communicating effectively with multiple team members and cross-functional groups.
Comfortable working autonomously while escalating issues appropriately.
Strong team player with experience collaborating across teams to achieve shared goals.
Solid understanding of transportation modes (LTL, FTL, international), carrier relationships, and transportation management systems (TMS).
Bilingual proficiency in English and Spanish, with strong verbal and written communication skills.
Flexibility to support critical operations during off-hours, weekends, or peak volume periods as required.

Responsibilities

Support the day-to-day operational execution for multiple customer accounts, ensuring high service levels across key functions such as order management, load planning, appointment scheduling, and issue resolution.
Serve as the first escalation point for operational and service-related issues; work cross-functionally to resolve problems quickly and ensure service continuity.
Act as a subject matter expert for 4PL operational processes and customer-specific requirements; guide team members on complex scenarios and problem-solving.
Partner closely with the Lead to ensure workload distribution, shift coverage, and task prioritization to meet SLAs.
Collaborate with customer stakeholders through regular communication to manage expectations, address concerns, and provide updates on key activities or disruptions.
Assist in training and mentoring new and existing team members, reinforcing SOPs, customer-specific workflows, and Redwood tools/platforms.
Monitor customer KPIs and operational dashboards daily; support Leads and Managers with insights into trends, variances, and opportunities for service improvement.
Recommend adjustments to processes or system configurations to improve customer satisfaction and operational efficiency.
Assist the Manager or Senior Manager in preparing business review materials or conducting operational health checks.
Promote a culture of accountability, professionalism, and proactive communication within the team.
Provide support during critical timeframes (e.g., month-end, quarter close, peak seasons) and be available for after-hours escalations as needed.

Benefits

Access to experts and resources for your Learning & Development journey
Opportunity for internal mobility
Employee referral bonus program
Employee Resource Groups (ERGs)
Annual fundraising and volunteer events to give back to communities
Paid time off, floating holidays, time off to volunteer and rollover
Paid parental leave
Medical, dental, vision and 401k plans (with match)
Flexible spending account, mass transit and dependent care plans available
Health savings account, with a annual company contribution for plan participants
Short-term and long-term disability; life insurance policies subsidized by company
Additional benefits including pet insurance, accident care, access to legal advice and more