Team Leader, LTL
About The Position
The LTL Account Management Team Lead is responsible for leading and developing a team of Account Coordinators who provide day-to-day operational support for managed LTL customer accounts. This role ensures exceptional service delivery, operational efficiency, and adherence to customer requirements while fostering a high-performing, collaborative team environment. The Team Lead serves as the primary point of escalation for account-related issues, drives continuous improvement initiatives, and partners closely with Account Managers, Sales, Operations, and Leadership to support customer retention and growth.
Requirements
- 3+ years of experience in LTL transportation, logistics, account management, or operations.
- Previous leadership or team management experience preferred.
- Strong knowledge of LTL processes, carrier operations, and customer service best practices.
- Excellent communication, problem-solving, and organizational skills.
- Ability to manage competing priorities in a fast-paced environment.
- Proficiency with transportation management systems, CRM platforms, and Microsoft Office applications.
Responsibilities
- Lead, coach, and develop a team of Account Coordinators to deliver outstanding customer support and operational execution.
- Conduct regular one-on-one meetings, performance reviews, and ongoing coaching conversations.
- Monitor team performance metrics and establish action plans to improve results and productivity.
- Assist with hiring, onboarding, and training new team members.
- Foster a positive, collaborative, and customer-focused team culture.
- Oversee daily operational activities for managed LTL accounts to ensure service expectations and customer requirements are consistently met.
- Serve as the primary escalation point for complex shipment issues, service failures, and customer concerns.
- Ensure timely resolution of pickup, transit, delivery, invoicing, and claims-related issues.
- Maintain adherence to customer-specific SOPs, service commitments, and internal processes.
- Partner with carriers, internal operations teams, and account managers to proactively address service challenges.
- Collaborate with Sales Brokers to support account retention, growth opportunities, and customer satisfaction initiatives.
- Participate in customer meetings, business reviews, and operational discussions as needed.
- Communicate trends, risks, and opportunities to leadership and key stakeholders.
- Build strong working relationships across Sales, Operations, Carrier Management, Billing, and Customer Success teams.
- Identify opportunities to improve workflows, enhance efficiency, and reduce operational risk.
- Develop and maintain standard operating procedures and training documentation.
- Analyze operational metrics and customer trends to drive continuous improvement efforts.
- Ensure team compliance with company policies, service standards, and performance expectations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
