Customer Experience Rep III

Customer Experience Coordinator

OnTrac is hiring a Customer Experience Coordinator!

Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter!

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Location: Hybrid- CA, FL, IL, NJ, NV, NC, OH, PA, SC, TN

Shift options: Tue-Sat 11pm - 7am CST TBD 3pm - 11pm

Compensation: The expected starting base pay range for this position is $21.00 - $26.44, with full potential base salary range over a successful candidate's tenure in the position of $21.00 - $31.73. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.

Employment Logistics:

The Customer Experience Coordinator serves as a frontline operational support resource for OnTrac's Customer Control Tower. This role audits operational and customer reporting, performs manual data entry and validation, executes white-glove customer support processes, supports customer reporting requests, and provides real-time escalation support to shippers through phone and email. The Coordinator monitors inbound escalations, assesses their severity and business impact, initiates the appropriate response procedures, routes issues to the correct business owners, and maintains communication with customers and internal stakeholders through resolution.

Unpacking the Benefits:

Employees are eligible for a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies.

The Must-Haves:

• High school diploma or equivalent
• 13 years of experience in customer operations, logistics, transportation, customer service, supply chain, or a related field
• Proficiency with Microsoft Excel, Outlook, and other business applications.
• It is the responsibility of every position to understand and adhere to the security guidelines outlined in OnTrac's Acceptable Use policy and to conduct their activities accordingly.

Your Mission in Motion:

A summary of key responsibilities for the role is outlined below. Additional duties may be assigned as needed to support business objectives.

• Reporting audits & data validation: Audit recurring customer and operational reports for accuracy, completeness, and adherence to service-level expectations; perform manual data entry, corrections, and validation; identify discrepancies and escalate them for investigation and resolution.
• Report generation & documentation: Support report generation and distribution while maintaining audit logs and supporting documentation related to reporting activities.
• Customer reporting & communication: Prepare and distribute customer-facing reports, performance updates, and operational summaries; communicate results and updates to internal stakeholders and external customers in a timely, accurate, and professional manner.
• White-glove & special-request support: Fulfill manual reporting, shipment research, and customer-specific data requests; support customer-specific operational requirements and service commitments; maintain detailed records of requests and fulfillment activities.
• After-hours escalation management: Monitor escalations received through phone, email, and other channels; assess severity, customer impact, and urgency; follow established SOPs; route issues to the appropriate business owners, operational teams, or leadership stakeholders.
• Incident updates & resolution tracking: Provide regular status updates to customers and internal stakeholders until resolution; document escalations, actions, and final outcomes; support incident management during operational disruptions and high-volume events.
• Cross-functional issue resolution: Partner with Operations, Transportation, Network Planning, Quality, Customer Success, and other teams to resolve customer issues; track open items, follow through on timely resolution, and escalate recurring trends, systemic issues, and risks.

Paving your way to your success:

• You demonstrate strong verbal and written communication skills.
• You bring strong attention to detail and organizational skills.
• You assess situations, prioritize your workload, and make sound decisions.
• You are available to work evenings, weekends, overnight shifts, or on-call schedules as business needs require.

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply!

OnTrac is proud to be an Equal Opportunity Employer