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OnTrac
OnTrac
5001 – 10 000 Darbinieki
Elektroniskā komercijaLoģistikaTransports
OnTrac ir reģionāls paku pārvadātājs un loģistikas pakalpojumu sniedzējs, kas apkalpo e-komercijas, dzīvojamo klientu, mazumtirdzniecības un uzņēmumu savstarpējās piegādes vajadzības. Tā tīkls nodrošina sauszemes pārvadājumus, ekonomisko pakalpojumu Ground Essentials, kā arī 2026. gadam plānotu Express pakalpojumu ar piegādi no vienas piekrastes līdz otrai 2–3 dienu laikā. Papildus standarta paku piegādei OnTrac nodrošina pielāgotus loģistikas risinājumus un steidzamus sūtījumus, tostarp veselības aprūpes un farmācijas nozarēm, kā arī specializētus lidaparātu AOG remonta pakalpojumus. Uzņēmums sadarbojas arī ar e-komercijas platformām un mazumtirgotājiem, kā arī atbalsta neatkarīgos vadītājus un reģionālos pakalpojumu sniedzējus. OnTrac komandas darbojas loģistikas, transporta un e-komercijas jomā, koncentrējoties uz piegādes ātrumu, izmaksu efektivitāti un septiņas dienas nedēļā pieejamām pakalpojumu programmām, kas palīdz tirgotājiem uzlabot pasūtījumu izpildi un klientu noturēšanu.
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Vakances uzņēmumā

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.

USAmerikas Savienotās ValstisCAKalifornijaFLFloridaNVNevadaNJŅūdžersijaOHOhaioTNTenesīTXTeksasa
32 $ – 40 $ / stunda
HibrīdiPilna slodzeVecākais speciālistsNepieciešamā Valoda: angļuKlientu atbalsts

Apraksts

  • 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

Prasības

  • 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

Priekšrocības

  • 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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