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OnTrac
OnTrac
5.001 – 10.000 Angajați
Comerț electronicLogisticăTransport
OnTrac este un transportator regional de colete și furnizor de servicii logistice care răspunde nevoilor de livrare pentru comerț electronic, clienți rezidențiali, retail și relații între companii. Rețeaua sa susține transportul terestru, serviciul economic Ground Essentials și o ofertă Express de 2–3 zile de la o coastă la alta, planificată pentru 2026. Pe lângă livrarea obișnuită a coletelor, OnTrac gestionează servicii logistice personalizate și expediții urgente pentru sectoare precum sănătatea și industria farmaceutică, precum și reparații specializate pentru aeronave imobilizate la sol. Compania colaborează, de asemenea, cu platforme de comerț electronic și retaileri și sprijină șoferi independenți și furnizori regionali de servicii. Echipele OnTrac activează în logistică, transport și comerț electronic, cu accent pe viteza livrărilor, eficiența costurilor și programele de servicii disponibile șapte zile pe săptămână, care îi ajută pe comercianți să îmbunătățească procesarea comenzilor și fidelizarea clienților.
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Locurile de muncă ale companiei

Remote Customer Experience Manager at OnTrac

Lead customer experience operations, escalations, and a team of four to five at OnTrac, a U.S. same-day and next-day delivery provider. Support major e-commerce and retail accounts.

USStatele Unite ale Americii
84.000 $ – 105.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • Shape customer experience strategies that improve the end-to-end journey, satisfaction, loyalty, and retention.
  • Manage customer experience operations, streamlining procedures and maintaining efficient, consistent workflows.
  • Support escalation routes between Commercial and Operations.
  • Ensure daily customer questions and operational issues reach the right teams and receive timely attention.
  • Oversee customer experience support for OnTrac’s largest accounts by volume and revenue.
  • Lead, plan, schedule, and coach a team of four to five employees.
  • Set direction and promote consistent performance across the team.
  • Turn customer experience goals into practical action plans.
  • Translate functional plans into operational processes and oversee their execution.
  • Develop and advance operational initiatives that meet tactical objectives.

Cerințe

  • Bring at least five years of relevant experience, preferably including supervisory work.
  • Hold a bachelor’s degree or equivalent qualification.
  • Have advanced knowledge of customer experience management principles.
  • Know customer journey mapping and service design methods.
  • Understand customer satisfaction measurement tools, feedback programs, and customer analytics.
  • Use financial literacy to manage budgets and assess team return on investment.
  • Be able to lead a team of professionals and coach performance effectively.
  • Understand and follow OnTrac’s Acceptable Use policy and security guidelines.

Beneficii

  • Medical, dental, and vision insurance.
  • Life insurance and short- and long-term disability coverage.
  • 401(k) retirement plan with company matching.
  • Flexible vacation outside California, Colorado, Illinois, Massachusetts, Montana, and Nebraska; accrual starts at up to 96 hours in the first year and can rise with tenure to 160 hours.
  • Two floating holidays each year.
  • Paid sick leave.
  • Six paid company holidays.
  • Two weeks of paid pregnancy disability leave.
  • Four weeks of paid parental bonding leave.
  • Wellness and employee assistance programs.
  • Eligibility for bonus, commission, or other incentive compensation, with a bonus target of up to 15%.

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