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OnTrac
OnTrac
5,001 – 10,000 Employees
eCommerceLogisticsTransport
OnTrac is a regional parcel carrier and logistics provider serving e-commerce, residential, retail, and business-to-business delivery needs. Its network supports ground shipping, the Ground Essentials economy service, and an Express 2–3 day coast-to-coast offering planned for 2026. Beyond standard parcel delivery, OnTrac handles custom logistics and time-sensitive shipments for sectors including healthcare and pharmaceuticals, as well as specialized aircraft-on-ground repairs. The company also works with e-commerce platforms and retailers and supports independent drivers and regional service providers. OnTrac’s teams operate in logistics, transportation, and e-commerce, with a focus on delivery speed, cost efficiency, and seven-day service programs that help merchants improve fulfillment and customer retention.
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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.

USUnited StatesCACaliforniaFLFloridaNVNevadaNJNew JerseyOHOhioTNTennesseeTXTexas
$32 – $40 / hour
HybridFull-timeSeniorEnglish RequiredCustomer Support

Description

  • 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

Requirements

  • 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

Benefits

  • 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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