Team Leader

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

Team Leadership & Development 

• 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. 

Account Operations Management 

• 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. 

Customer & Cross-Functional Partnership 

• 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. 

Process Improvement & Reporting 

• 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