Job Description
We are looking for an action-oriented, process-driven Customer Service & Tracking Team Lead to guide our Overnight Tracking & Tracing team. In this leadership and customer-centric role, you will be the operational anchor ensuring that shipments are monitored in real time, exceptions are resolved before they cause delays, and our clients receive world-class communication every step of the way.
If you thrive in dynamic, high-stakes supply chain environments, enjoy mentoring team members, and excel at translating fast-moving freight data into customer confidence, we want to talk to you.
Key Expectations:Lead & Support Frontline Operations: : Lead day-to-day tracking workflows, mentor and onboard new team members, manage scheduling/PTO coverage, and partner with peer supervisors to design effective training materials.
Proactive Shipment Management: Oversee tracking across our Transportation Management System (TMS), ensuring pickups and deliveries consistently align with agreed-upon client service levels.
Real-Time Escalation & Problem Solving: Identify transit anomalies early. Coordinate directly with Dispatch, Carriers, and Customer Service to resolve exceptions, delays, and temperature deviations swiftly.
Specialized Freight Compliance: Maintain meticulous records, including logging temperature-control transit data to protect sensitive shipments and uphold quality standards.
Continuous Improvement: Collaborate directly with the Operations Supply Chain Compliance Manager to refine operational workflows, reduce errors, and scale best practices.
High-Impact Communication: Manage a fast-paced queue of inbound emails and web portal inquiries with prompt, professional, and solutions-first support.
Industry Expertise: Demonstrated background in transportation, freight forwarding, or third-party logistics (3PL). Experience with temperature-controlled or time-sensitive freight is a strong plus.
Proven Leadership: Previous track record as a Team Lead or Senior Coordinator ready to step into leadership.
Critical Thinking & Agility: Ability to anticipate bottlenecks, navigate shifting shipment priorities, and negotiate workable solutions with carriers and internal partners under tight timelines.
Clear, Professional Communication: Excellent written, verbal, and interpersonal communication skills across diverse teams and client profiles.
Tech-Savvy & Detail-Oriented: Confident navigating TMS platforms, enterprise email, portals, and spreadsheets, combined with strong data accuracy and basic math skills.
Self-Direction: Proven ability to work autonomously from a home-office environment while keeping team members connected and accountable.
Education: High school diploma or GED required.
Work Model: Primarily remote / work-from-home setting.
Onboarding & Training: Initial comprehensive training takes place on-site at our Indianapolis Headquarters. Candidates must be available to complete this in-person orientation.
Quarterly Touchpoints: Regular remote work is complemented by mandatory on-site quarterly leadership and team alignment meetings at our Indianapolis headquarters.
Physical Demands: Standard remote desk setup requiring extended periods of computer usage, telephone correspondence, and multi-monitor data review.
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