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OnTrac
OnTrac
5,001 – 10,000 कर्मचारी
ई-कॉमर्सपरिवहनलॉजिस्टिक्स
OnTrac एक क्षेत्रीय पार्सल वाहक और लॉजिस्टिक्स प्रदाता है, जो ई-कॉमर्स, आवासीय, खुदरा और व्यवसाय-से-व्यवसाय डिलीवरी की जरूरतों को पूरा करता है। इसका नेटवर्क ग्राउंड शिपिंग, Ground Essentials नामक किफायती सेवा और 2026 के लिए नियोजित 2–3 दिन की देश-भर में एक्सप्रेस डिलीवरी सुविधा प्रदान करता है। मानक पार्सल डिलीवरी के अलावा, OnTrac स्वास्थ्य सेवा और फार्मास्यूटिकल्स जैसे क्षेत्रों के लिए कस्टम लॉजिस्टिक्स और समय-संवेदी शिपमेंट, साथ ही विमान के जमीन पर होने के दौरान आवश्यक विशेष मरम्मत सेवाएं भी संभालता है। कंपनी ई-कॉमर्स प्लेटफॉर्म और खुदरा विक्रेताओं के साथ काम करती है तथा स्वतंत्र ड्राइवरों और क्षेत्रीय सेवा प्रदाताओं को सहयोग देती है। OnTrac की टीमें लॉजिस्टिक्स, परिवहन और ई-कॉमर्स के क्षेत्र में काम करती हैं और डिलीवरी की गति, लागत दक्षता तथा सातों दिन चलने वाले सेवा कार्यक्रमों पर ध्यान केंद्रित करती हैं, जिससे व्यापारियों को ऑर्डर पूर्ति और ग्राहक बनाए रखने में सुधार करने में मदद मिलती है।
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कंपनी की नौकरियाँ

Senior Customer Experience Coordinator at OnTrac, Hybrid United States

Senior Customer Experience Coordinator supporting OnTrac’s same-day and next-day delivery operations. The role manages escalations, operational reporting, customer reviews, and Control Tower activities.

USसंयुक्त राज्यCAकैलिफ़ोर्नियाFLफ़्लोरिडाNVनेवादाNJन्यू जर्सीOHओहायोTNटेनेसीTXटेक्सास
$32 – $40 / घंटा
हाइब्रिडपूर्णकालिकवरिष्ठआवश्यक भाषा: अंग्रेज़ीग्राहक सहायता

विवरण

  • Independently monitor, assess, document, and manage customer and operational escalations through resolution
  • Assess severity, urgency, and business impact; involve the right teams or leaders and provide accurate status updates
  • Act as an escalation resource for Coordinators handling complex issues, service disruptions, peak periods, and high-risk events
  • Review recurring customer and operational reports for accuracy, completeness, and on-time delivery
  • Investigate discrepancies, data anomalies, and service-performance questions, coordinating corrections or further escalations
  • Maintain audit logs and related supporting documentation
  • Contribute to daily, weekly, and monthly reporting on escalations, service trends, customer issues, and operational performance
  • Analyze recurring patterns and present findings to Consultants and leadership for root-cause analysis and process improvement
  • Produce customer-facing reports, performance updates, operational summaries, and resolution recaps
  • Support MBR and QBR preparation through data validation, issue research, trend analysis, performance summaries, and presentation assistance
  • Support customer calls, operational reviews, ad hoc information requests, manual reporting, and customer-specific operational requirements
  • Provide white-glove monitoring, research shipments, identify emerging risks, and escalate issues when service commitments may be missed
  • Collaborate with Operations, Field Operations, Transportation, Linehaul, Network Planning, Quality, Customer Success, and other teams to resolve issues and close action items
  • Advise Coordinators on procedures, reporting, documentation, and escalation management
  • Assist with onboarding, peer training, and knowledge sharing
  • Help update SOPs, escalation workflows, reporting processes, and quality-control practices
  • Promote consistent execution across shifts

आवश्यकताएँ

  • High school diploma or equivalent
  • Bachelor’s degree or comparable relevant experience preferred
  • At least three years of experience in customer operations, logistics, transportation, customer service, supply chain, reporting, or a related field
  • Experience handling escalations, service issues, incident response, or time-sensitive operational requests
  • Proficiency with Microsoft Excel, Outlook, Teams, and other business or reporting applications
  • Availability for evening, weekend, overnight, holiday, or on-call shifts as business needs require
  • Experience in parcel, transportation, logistics, supply chain, command center, or Control Tower operations preferred
  • Experience validating operational reports, investigating performance issues, or using dashboards and metrics to inform decisions preferred
  • Experience supporting MBRs, QBRs, customer reviews, or executive performance materials preferred
  • Must understand and follow OnTrac’s Acceptable Use policy and security guidelines

लाभ

  • Medical, dental, and vision insurance
  • Life insurance plus short- and long-term disability coverage
  • 401(k) retirement plan with company match
  • Flex vacation outside California, Colorado, Illinois, Massachusetts, Montana, and Nebraska, with first-year accruals of up to 96 hours and tenure-based increases to 160 hours
  • Two floating holidays annually
  • Paid sick leave
  • Six paid company holidays
  • Two weeks of paid pregnancy disability leave
  • Four weeks of paid parental bonding leave
  • Wellness programs and employee assistance services

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