Team Leader, LTL

Job Purpose

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.

Essential Duties & 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.
• Aid 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.

Qualifications

• 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.

Key Competencies

• Leadership & Coaching
• Customer Relationship Management
• Operational Excellence
• Problem Solving & Decision Making
• Process Improvement
• Cross-Functional Collaboration
• Accountability & Ownership