Transportation Insight
Hickory, NC
JOB PURPOSE:
The Logistics Manager, Team Lead (LM, Team Lead) is a player-coach role that combines direct client ownership with day-to-day leadership of a team of Logistics Managers. The LM, Team Lead provides tactical and operational support for an assigned book of business and, over time, may oversee work flowing through a shared queue environment. They are responsible for maintaining and enhancing client connectivity, ensuring timely and accurate handling of client requests, and coaching, developing, and enabling their team to ensure the solutions outlined in each commercial agreement are delivered consistently, deliver measurable value, and support long-term client retention.
The LM, Team Lead is responsible for client retention, operational excellence, and metrics delivery for both their own accounts and their team’s portfolio. The role partners closely with Account Managers/Strategic Account Managers to support strategic initiatives, drive upsell opportunities, and maintain a strong three-wide, three-deep relationship with each assigned client, while also serving as a primary point of escalation and coordination for the Logistics Manager team. There may be a minimum revenue threshold for account assignments to Logistics Managers and to the LM, Team Lead.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Team Leadership & People Management
Lead a team of Logistics Managers, serving as a player-coach who balances personal account responsibilities with active leadership of the team.
Provide day-to-day direction, coaching, and feedback to Logistics Managers on client management, analysis, communication, and adherence to Transportation Insight standards.
Oversee workload balancing, prioritization, and coverage planning across the team to ensure all client commitments are met, including during peak periods and team member absences.
Partner with Client Services leadership on performance management activities, including goal setting, performance reviews, development plans, and recognition.
Identify skills gaps and training needs; coordinate and/or deliver targeted training and best-practice sharing sessions for the Logistics Manager team.
Serve as a point of escalation for internal and external stakeholders when issues exceed standard handling, ensuring timely resolution and clear communication back to clients and leadership.
Represent the Logistics Manager team in internal forums, initiatives, and projects, ensuring alignment, communication, and feedback between the field and leadership.
Support recruitment, interviewing, onboarding, and training of new Logistics Managers as required.
Other client and leadership requests as necessary.
Client Management & Operational Execution (Player Responsibilities)
Own tactical and operational execution for an assigned client book of business, ensuring delivery of the solutions defined in each commercial agreement, including work that may be routed through a shared queue environment. Focus on strengthening client connectivity and ensuring client requests are handled timely, accurately, and in a way that clearly delivers value and supports long-term retention.
Support communication throughout the organization, including introduction and collaboration with cross-functional business partners to achieve targeted operational objectives and milestones for assigned clients.
Collaborate with Account Managers/Strategic Account Managers to drive internal and external communication that advances a three-wide, three-deep relationship with each assigned client.
Assist Account Managers/Strategic Account Managers in identifying opportunities for upselling solutions that are not included in the current scope of the clients’ commercial agreements.
Maintain ownership of each assigned client’s metrics delivery and client-specific Key Performance Indicators, proactively addressing performance gaps.
Work with internal cross-functional teams to ensure the voice of the customer is clearly understood and facilitate continuous improvement plans directly with clients and internal stakeholders.
Portfolio & Team Performance Management
Monitor the overall health, performance, and risk profile of the Logistics Manager team’s client portfolio, escalating key risks and opportunities to Client Services leadership.
Standardize and reinforce best practices for reporting, project tracking, meeting cadence, and client communication across the Logistics Manager team.
Drive consistency in how Logistics Managers execute tactical responsibilities (carrier operations, remediation of day-to-day issues, invoicing, etc.), ensuring alignment to process, controls, and quality expectations.
Lead or support the design and implementation of continuous improvement initiatives across the team, including process enhancements, automation opportunities, and standard work.
Collaborate with Account Managers/Strategic Account Managers on the execution of reports, project trackers, and business alignment meetings that highlight progress towards defined business goals of assigned clients and the broader portfolio.
As directed, execute tactical responsibilities such as carrier operations, remediation of day-to-day issues, invoicing, etc., with appropriate supporting cross-functional business partners, while providing guidance and oversight to the Logistics Manager team in these areas.
As directed, own or delegate ad-hoc analysis including mode-specific spend and shipping volumes, transit time analysis, and mode comparison analysis, ensuring quality and timeliness of team deliverables.
Provide monthly metrics analysis and oversee the team’s preparation of analytics that support recommendations driving continuous improvement initiatives for clients regarding cost, service, and efficiency, while remaining aligned with clients’ operational requirements and needs.
Provide support for client and internal stakeholders for requests related to pricing/contracted lane rates and other client-specific data or analysis needs.
JOB REQUIREMENTS:
Bachelor’s degree in business administration, supply chain management, logistics, or a related field (or equivalent experience).
A minimum of 4–6 years of experience in the Transportation/Logistics industry, with at least 1–2 years in a senior individual contributor, lead, or informal people-lead capacity.
Demonstrated experience managing a client portfolio with measurable responsibility for client retention, service performance, and financial outcomes.
Experience in a lead individual contributor or informal leadership role within Client Services, logistics operations, or a similar environment.
Experience mentoring, training, or onboarding team members in a fast-paced, process-driven setting.
Prior experience working within a queue-based or ticketing support model.
Experience supporting workload distribution, prioritization, or workflow coordination across a team.
Industry certifications such as APICS, CSCP, or Lean Six Sigma (preferred but not required).
KNOWLEDGE, SKILLS, AND ABILITIES:
Strong technical skills, specifically with the Microsoft suite (heavy Excel usage), Transportation Management Systems, Optimization Engines, Salesforce.com, and Reporting/BI tools.
Proven leadership and coaching skills, including the ability to influence without authority, develop talent, and foster a culture of accountability and continuous improvement.
Outstanding critical thinking and problem-solving skills, with a track record of resolving complex operational and client issues.
Excellent written, oral, and presentation skills, with the ability to communicate effectively with both internal stakeholders and external clients, including executive-level contacts.
Eagerly accepts new challenges; demonstrates high accountability and ownership.
Self-managed, motivated, and capable of balancing competing priorities across personal client work and team leadership responsibilities.
Strong understanding of transportation management systems (TMS), ticketing platforms, and operational workflows
Ability to assess priorities, make sound decisions quickly, and adjust in real time based on changing conditions
Strong organizational skills with the ability to manage multiple competing priorities with accuracy and consistency
Effective communication skills with the ability to provide clear direction, reinforce expectations, and ensure alignment
Ability to identify patterns, troubleshoot issues, and recommend practical process improvements
Demonstrated ability to collaborate across teams to resolve issues and improve service outcomes
High level of accountability, attention to detail, and commitment to consistent execution
Strong interpersonal skills with the ability to build trust, provide feedback, and support peers
**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 30 hours per week Monday through Friday between the hours of 8:00 a.m. – 5:00 p.m.
TRAVEL
Up to 10% travel required as needed for client visits, leadership meetings, and industry events.
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.
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.
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 '@t-insight.com' or ‘greenhouse.io' or '@us.greenhouse-mail.io'
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