Transportation CSR Team Lead

Langham Logistics Inc.; Indianapolis (IN); Remote; USD 60,000 - 85,000; Full time

Job summary

Langham Logistics Inc. is seeking an action-oriented Customer Service & Tracking Team Lead to guide our Overnight Tracking & Tracing team. The role focuses on real-time shipment monitoring, timely exception resolution, and delivering world-class communication to clients.

The successful candidate will mentor team members, oversee TMS-based tracking, coordinate with Dispatch, Carriers, and Customer Service, and contribute to continuous process improvements in a fast-paced supply chain environment.

Qualifications

• Industry expertise in transportation, freight forwarding, or 3PL.
• Proven leadership experience in a customer service or tracking role.
• Strong analytical thinking and problem-solving under tight timelines.
• Clear written and verbal communication with diverse teams and clients.
• Experience navigating TMS platforms and data accuracy skills.
• Ability to work autonomously from a home-based setup when needed.
• High school diploma or GED required.

Responsibilities

• Lead day-to-day tracking workflows and onboard new team members.
• Oversee tracking across the TMS to align with client SLAs.
• Identify and resolve transit exceptions with dispatch and carriers.
• Maintain compliant records for temperature-sensitive shipments.
• Collaborate to refine workflows and scale best practices.
• Manage a high-volume email/web portal queue with professional support.

Skills

3PL experience

Leadership

Critical thinking

Communication

TMS proficiency

Data accuracy

Remote work

Education

High school diploma or GED

Tools

TMS platforms

Enterprise email

Spreadsheets

Job description

**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.

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.