Customer Experience Sr. Coordinator

OnTrac; Northern (KY); Hybrid; USD 92,580,000 - 114,514,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability coverage

401(k) retirement savings with company

Flex vacation

Floating holidays

Sick leave

Paid holidays

Pregnancy and parental leave

Wellness programs

Employee assistance programs

Job summary

OnTrac is seeking a Customer Experience Senior Coordinator to support the 24/7 Control Tower. You will monitor escalations, coordinate with multiple teams, and help ensure timely, white-glove service across shifts and customers.

The role emphasizes operational reporting, performance tracking, and cross-functional collaboration to drive process improvements and strong customer outcomes.

Qualifications

• High school diploma or equivalent; Bachelor’s degree or equivalent relevant experience preferred.
• 3+ years of experience in customer operations, logistics, transportation, customer service, supply chain, reporting, or a related field.
• Experience managing escalations, service issues, incident response, or time-sensitive operational requests.
• Proficiency with Microsoft Excel, Outlook, Teams, and other business or reporting applications.
• Ability to work evenings, weekends, overnight shifts, holidays, or on-call schedules as business needs require.
• Experience in parcel, transportation, logistics, supply chain, command center, or Control Tower operations preferred.
• Experience validating operational reports, researching performance issues, or using dashboards and metrics to support decisions preferred.
• Experience assisting with MBRs, QBRs, customer reviews, or executive-level performance materials preferred.
• 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.

Responsibilities

• Control Tower execution & escalation management: monitor, document, coordinate escalations; engage teams; provide updates through resolution.
• Incident response & Coordinator support: serve as escalation resource; support during disruptions and high-volume periods.
• Reporting quality & operational insights: review reports for accuracy; investigate discrepancies; maintain audit logs.
• Performance reporting & process improvement: support reporting; identify patterns; summarize findings for leadership.
• Customer reporting & business reviews: prepare customer reports; assist with MBR/QBR preparation and data validation.
• Customer support & white-glove execution: support calls, ad hoc requests, and shipment research without owning a portfolio.
• Cross-functional coordination & issue resolution: partner with Ops, Transportation, Network Planning, Quality, and others.

Skills

Empathy

Problem solving

Customer operations

Education

Bachelor’s degree or equivalent relevant experience

Tools

Microsoft Excel

Outlook

Teams

Job description

OnTrac is hiring a Customer Experience Senior Coordinator!

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

Hybrid Any HUB in Network OH Dayton, NJ Swedesboro, NJ Groveport, IL Romeoville, Orlando FL, Fort Mill SC, TN Lebanon, CA Fremont, CA Fontana, CA Los Angeles, NV Reno, NV Henderson, TX Desoto

Shift

Sun-Thurs 11pm-7am CST

Compensation: The expected starting base pay range for this position is $32.31 - $40.38, with full potential base salary range over a successful candidate’s tenure in the position of $32.31 - $48.46. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.

Employment Logistics

The Customer Experience Senior Coordinator supports the day-to-day execution of OnTrac’s Customer Control Tower within a 24/7 operating model. This individual contributor independently handles complex operational issues, supports reporting and data-quality activities, and helps ensure consistent execution of escalation and white-glove processes. This role does not own a customer portfolio and has no direct reports. The Senior Coordinator provides experienced operational support across customers, shifts, and business needs, serves as an escalation resource for Coordinators, and assists leadership with performance reporting, MBR/QBR preparation, and process improvement.

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

• High school diploma or equivalent; Bachelor’s degree or equivalent relevant experience preferred


• 3+ years of experience in customer operations, logistics, transportation, customer service, supply chain, reporting, or a related field


• Experience managing escalations, service issues, incident response, or time-sensitive operational requests


• Proficiency with Microsoft Excel, Outlook, Teams, and other business or reporting applications


• Ability to work evenings, weekends, overnight shifts, holidays, or on-call schedules as business needs require


• Experience in parcel, transportation, logistics, supply chain, command center, or Control Tower operations preferred


• Experience validating operational reports, researching performance issues, or using dashboards and metrics to support decisions preferred


• Experience assisting with MBRs, QBRs, customer reviews, or executive-level performance materials preferred


• 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: Independently monitor, assess, document, and coordinate customer and operational escalations; evaluate severity, urgency, and business impact; engage the appropriate teams or leaders; and provide accurate updates through resolution.


• Incident response & Coordinator support: Serve as an escalation resource for Coordinators when issues require additional judgment, cross-functional coordination, or leadership visibility; support incident response during service disruptions, peak periods, and other high-volume or high-risk events.


• Reporting quality & operational insights: Review recurring customer and operational reports for accuracy, completeness, and timely delivery; investigate discrepancies, data anomalies, and service-performance questions; coordinate corrections or escalations; and maintain audit logs and supporting records.


• Performance reporting & process improvement: Support daily, weekly, and monthly reporting on escalations, service trends, customer issues, and operational performance; identify recurring patterns and summarize findings for Consultants and leadership to support root-cause analysis and process improvement.


• Customer reporting & business reviews: Prepare customer-facing reports, performance updates, operational summaries, and resolution recaps; assist with MBR/QBR preparation, including data validation, issue research, trend identification, performance summaries, and presentation support.


• Customer support & white-glove execution: Support customer calls, operational reviews, ad hoc information requests, manual reporting, and customer-specific operational needs without owning a portfolio; execute white-glove monitoring, conduct shipment research, identify emerging risks, and initiate escalation when service commitments are at risk.


• Cross-functional coordination & issue resolution: Partner with Operations, Field Operations, Transportation, Linehaul, Network Planning, Quality, Customer Success, and other teams to resolve issues and close action items; communicate systemic risks and recurring issues with clear supporting context.


• Team enablement & process consistency: Guide Coordinators on procedures, reporting, documentation, and escalation handling; support onboarding, peer training, and knowledge sharing; contribute to updates to SOPs, escalation workflows, reporting processes, and quality-control practices; and help maintain consistent execution across shifts.

Paving your way to your success

• You communicate clearly in writing and verbally, summarizing issues, impacts, actions, and outcomes for customers and internal stakeholders.


• You demonstrate strong attention to detail, organization, and follow-through across escalations, reports, and documentation.


• You make sound decisions, prioritize competing work, and remain effective in a fast-paced, high-visibility environment.


• You coach peers, support onboarding, and serve as a trusted subject matter resource when needed.


• You effectively support enterprise, strategic, and high-risk customer accounts without direct portfolio ownership.

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.