Job Description

Job Description

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.

Skills & Experience:

• 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 Environment & Onboarding Expectations

• 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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