Job Description
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
**MAY PERFORM OTHER DUTIES AS ASSIGNED**
WORK ENVIRONMENT
Standard office environment, usually indoors away from the elements with moderate noise. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHYSICAL EFFORT
Maintain a stationary position for extended periods; move about the office, operate computers and files, as needed; and frequently communicate with others. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to stand, walk, and reach with hands and arms. Occasionally, the employee is required to lift boxes up to 20 pounds.
SCHEDULING
This is a full-time benefits-eligible position, working onsite Monday through Friday; 7:00 a.m. – 7:00 p.m Central Time.
TRAVEL
Yes, to offices and conferences
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
EEOC/ADA STATEMENT:
We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, religion, disability, veteran, or any other status prohibited by applicable national, federal, state or local law. In an effort to recruit, develop and retain top talent, we are committed to a policy of nondiscrimination in all personnel practices to ensure equal opportunity for employment, promotion, and training for a more inclusive workforce.
RECRUITMENT SCAM NOTICE:
Transportation Insight/Nolan Transportation Group is aware of scams involving fake job interviews and offers. Our hiring process includes a formal interview with a member of our recruitment team. We do not conduct interviews exclusively through text or instant messaging platforms. TI/NTG does not require candidates to pay for training, equipment, or any other fees as a condition of employment. Any request for payment is a scam. Official communication from our recruitment team about your application will only come from emails ending in ‘@ntgfreight.com’ or from ‘[email protected].'