Customer Experience & Escalation Specialist

OnTrac; Henderson (NV); Hybrid; USD 29,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Paid holidays

Life and disability coverage

Wellness programs

Job summary

OnTrac is hiring a Customer Experience Coordinator to join our frontline operations. You will audit reports, perform data entry, and support white-glove customer service with real-time escalation to shippers via phone and email.

We value empathy, problem-solving, and accuracy as you manage customer-facing reports, communicate results, and assist with service commitments across a hybrid schedule from multiple states. OnTrac offers comprehensive benefits and growth opportunities.

Qualifications

• High school diploma or equivalent.
• 1–3 years of experience in customer operations, logistics, transportation, customer service, supply chain, or a related field.
• Proficiency with Microsoft Excel, Outlook, and other business applications.
• Follow OnTrac's Acceptable Use policy and security guidelines.

Responsibilities

• Audit recurring customer and operational reports for accuracy, completeness, and adherence to service levels; perform manual data entry and validation; identify discrepancies and escalate.
• Support report generation and distribution with audit logs and documentation.
• Prepare and distribute customer-facing reports and updates to internal stakeholders and external customers.
• Fulfill manual reporting, shipment research, and customer-specific data requests; support service commitments; maintain detailed records.
• Monitor escalations received through phone, email, and other channels; assess severity and urgency; route issues to owners; communicate updates until resolution.
• Provide status updates to customers and internal stakeholders; document actions and final outcomes; assist during disruptions and high-volume events.
• Collaborate with Operations, Transportation, Network Planning, Quality, Customer Success, and others to resolve issues; escalate recurring trends and risks.

Skills

Excel

Outlook

Business apps

Education

High school diploma or equivalent

Job description

OnTrac is hiring a Customer Experience Coordinator to join our frontline operations. You will audit reports, perform data entry, and support white-glove customer service with real-time escalation to shippers via phone and email.

We value empathy, problem-solving, and accuracy as you manage customer-facing reports, communicate results, and assist with service commitments across a hybrid schedule from multiple states. OnTrac offers comprehensive benefits and growth opportunities.