Transportation CSR Team Lead

** This is a Remote, Overnight Position but Need to be Local to Indiana **

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.

• 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.