Customer Experience Coordinator: White-Glove Support

OnTrac; Dayton (OH); Hybrid; USD 44,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Flex vacation with accruals

Floating holidays

Paid sick leave

Company holidays

Job summary

OnTrac is seeking a Customer Experience Coordinator to join our hybrid team across multiple states. The role focuses on frontline operational support, auditing data, and coordinating white-glove customer services while maintaining clear communication with customers and internal teams.

Your responsibilities include generating reports, validating data, handling escalations after hours, and collaborating with Operations, Transportation, and Quality teams to resolve issues and improve service levels.

Qualifications

• High school diploma or equivalent is required.
• 1–3 years of experience in customer operations, logistics, transportation, or related fields.
• Proficiency with Microsoft Excel, Outlook, and other business applications.

Responsibilities

• Reporting audits & data validation: audit recurring customer and operational reports for accuracy; perform manual data entry, corrections, and validation; identify discrepancies and escalate for investigation and resolution.
• Report generation & documentation: support report generation and distribution while maintaining audit logs and supporting documentation.
• Customer reporting & communication: prepare and distribute customer-facing reports, performance updates, and operational summaries; communicate results to internal stakeholders and external customers.
• White-glove & special-request support: fulfill manual reporting, shipment research, and customer-specific data requests; maintain detailed records of requests and fulfillment activities.
• After-hours escalation management: monitor escalations via phone, email, and other channels; assess severity, impact, and urgency; route issues to owners, teams, or leadership.
• Incident updates & resolution tracking: provide status updates to customers and internal stakeholders; document escalations, actions, and outcomes; support incident management during disruptions.
• Cross-functional issue resolution: partner with Operations, Transportation, Network Planning, Quality, Customer Success, and others to resolve issues; track items and elevate recurring trends.

Skills

Customer operations

Logistics

Microsoft Excel

Outlook

Business applications

Education

High school diploma or equivalent

Job description

OnTrac is seeking a Customer Experience Coordinator to join our hybrid team across multiple states. The role focuses on frontline operational support, auditing data, and coordinating white-glove customer services while maintaining clear communication with customers and internal teams.

Your responsibilities include generating reports, validating data, handling escalations after hours, and collaborating with Operations, Transportation, and Quality teams to resolve issues and improve service levels.