Customer Experience Consultant

OnTrac; Nashville (IL); Hybrid; USD 105,000 - 131,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability coverage

401(k) with company match

Flexible vacation (state-based)

Floating holidays

Paid sick leave

Paid holidays

Pregnancy and parental leave

Wellness programs

Job summary

OnTrac is hiring a Customer Experience Consultant to lead day-to-day execution of the Customer Control Tower within a 24/7 model. You will monitor real-time operations, manage escalations, and maintain strong communication with key customers, partnering with Operations, Field Operations, and Quality to uphold service standards.

The role emphasizes customer-facing operations, escalation management, and data-driven decision making, with a hybrid work arrangement and compensation aligned to market

Qualifications

• 8 years of relevant experience with a Bachelor’s degree or equivalent in Operations, Supply Chain, Business, Analytics, or related field preferred.
• Expert understanding of customer experience best practices and industry terminology.
• Experience in customer-facing operational roles, escalation management, or service recovery environments.
• Experience supporting reporting, operational reviews, or customer communications preferred.

Responsibilities

• Control Tower execution & escalation management: Lead real-time monitoring, issue intake, escalation, and resolution for assigned customers.
• Critical issue coordination & documentation: Act as the primary contact during critical issues and ensure escalations are tracked and communicated.
• Customer support & communication: Support issue-resolution calls and provide timely status updates to customers.
• Business reviews & reporting: Prepare materials for MBRs, QBRs, and customer reporting.
• White glove execution: Execute white glove processes for priority customers and drive continuous improvement.
• Operational insights & process improvement: Support daily, weekly, and monthly reporting on escalations and trends.

Skills

Customer experience best practices

Escalation management

Data-driven decisions

Operating performance metrics

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree or equivalent in Operations, Supply Chain, Business, Analytics, or related field

Job description

OnTrac is hiring a Customer Experience Consultant!

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,

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: NJ, OH, TN preferred (This is a Hybrid position to be performed at one of the Company’s operational facilities for 3 days on site).

Shift: Tues – Sat

Compensation: The expected starting base pay range for this position is $104,800 - $131,000, with full potential base salary range over a successful candidate’s tenure in the position of $104,800 - $157,200. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.

This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan of up to a 15% Bonus Target.

Employment Logistics:

The Customer Experience Consultant leads the day-to-day execution of the Customer Control Tower within a 24/7 operating model. This role owns real-time monitoring, rapid escalation, and high-quality communication for key customers. The Consultant serves as a critical execution leader, delivering consistent operational performance, managing escalations, and ensuring customer issues are resolved quickly and effectively. This role partners closely with Operations, Field Operations, Line Haul, and Quality to maintain service standards for top-tier and high-risk customers.

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:

• 8 years of relevant experience with a Bachelor’s degree or equivalent with an emphasis in Operations, Supply Chain, Business, Analytics, or a related field preferred

• Expert understanding of customer experience best practices, as well as industry principles and terminology.

• Experience in customer-facing operational roles, escalation management, or service recovery environments

• Experience supporting reporting, operational reviews, or customer communications preferred

• Data-aware and comfortable using reporting and performance metrics to guide decisions

• 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.

• Control Tower execution & escalation management: Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts while ensuring timely responses and adherence to escalation protocols.

• Critical issue coordination & documentation: Act as the primary point of contact during critical issues, coordinate cross-functional responses, and ensure escalations are documented, tracked, communicated, and followed through using centralized systems.

• Customer support & communication: Support issue-resolution calls, operational reviews, and ad hoc requests while providing customers with timely status updates and clear resolution summaries.

• Business reviews & reporting: Partner with senior leadership to prepare materials for MBRs, QBRs, performance updates, and customer reporting.

• White glove execution: Execute white glove processes for priority customers through close monitoring, proactive risk identification, and rapid escalation; partner with leadership to implement new initiatives and ensure consistent team execution.

• Operational insights & process improvement: Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues; identify recurring issues and surface trends to the Senior Manager for broader process improvement.

• Cross-functional alignment & systemic escalation: Partner with Operations, Field Operations, Line Haul, and Quality to drive alignment on issue resolution and operational performance; elevate systemic issues and risks to senior leadership with clear context and recommended actions.

Paving your way to your success:

• You bring a strong operational mindset and effectively manage real-time execution and competing priorities.

• You make quick, sound decisions in high-pressure situations.

• You communicate clearly, providing timely and accurate updates to internal teams and customers.

• You demonstrate strong attention to detail and follow through consistently on issue resolution and documentation.

• You collaborate cross-functionally and influence stakeholders without direct authority.

Posting Timeline:

This job posting is anticipated to remain open for at least 15 days from the date of posting

Disclosures:

*Washington state employees are eligible for up to 56 hours of paid sick leave annually.

The salary range above represents the national range for this position. The salary range may be inclusive of several career levels at OnTrac, and the actual base salary offered may vary depending on several factors including, but not limited to: Geographic location, candidate experience and qualifications, job-related skills and competencies, market alignment, and financial considerations.

Compensation decisions are made based on the specific circumstances of each hire to ensure fair and competitive pay.

ADA Statement:

We are committed to providing equal employment opportunities to all qualified individuals. If you require reasonable accommodation to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact Human Resources.

OnTrac is proud to be an Equal Opportunity Employer

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, 'OnTrac' or the 'Company') is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts.