This role is responsible for serving as the direct link between upper management and front-line Managed Logistics support staff. As this team represents the front line of service for our Managed Logistics customers, the ideal candidate will bring strong customer service experience and a passion for delivering a world-class customer experience. This position focuses heavily on employee development, coaching, and team performance while ensuring operational excellence. The role aims to create an exceptional customer experience by maintaining compliance with current processes, identifying opportunities for improvement, and implementing scalable solutions that drive efficiency and service quality.

Duties and Responsibilities

• Provide routine coaching and development for all direct reports, focusing on both performance improvement and long-term career growth

• Foster a culture of employee engagement, development, and accountability through consistent mentorship and feedback

• Lead and develop front-line employees who serve as primary points of contact for Managed Logistics customers

• Monitor and report on productivity metrics to drive team performance and operational success

• Implement new processes to improve operational efficiency and close performance gaps

• Evaluate and adjust current processes to promote scalability and service excellence

• Conduct daily and weekly department meetings to align on priorities, performance, and team development

• Collaborate with upper leadership to strengthen alignment between operational goals and team performance

• Audit timecards to ensure accuracy and compliance

• Create employee schedules to ensure optimal staffing and coverage during peak hours

• Maintain strong awareness of team performance and proactively address opportunities for improvement

• Handle escalations from Managed Logistics customers as well as cross-department interactions to ensure timely resolution

• Develop employees to further their careers both within and outside of Managed Logistics through coaching and professional guidance

• Build strong relationships with employees to drive engagement, retention, and performance

• Ensure direct reports consistently meet operational deliverables and service expectations

• Achieve stakeholder satisfaction by managing relationships and calibrating expectations with internal and external partners

• Participate in the customer satisfaction program by responding to and addressing negative customer survey feedback

• Perform regular cultivation calls with Managed Logistics customers to strengthen relationships and ensure service satisfaction

• Participate in the onboarding and go-live process for new Managed Logistics customers

• Participate in the Managed Logistics on-call program by providing support during nights and weekends as needed

Qualifications

• Minimum 1 year of transportation or logistics experience required

• Customer service experience required, preferably in a fast-paced or customer-facing operational environment

• Demonstrated ability to lead, coach, and develop a team of employees

• Passion for employee development, mentorship, and performance management

• Solution-driven with a proven track record of identifying opportunities and improving processes

• Excellent written and verbal communication skills

• Advanced CRM and TMS skills

• Proficient in Microsoft Excel