Hybrid Customer Experience Coordinator: Real-Time Support

OnTrac; Fort Mill (SC); Hybrid; USD 43,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability coverage

401(k) with company match

Flexible vacation

Floating holidays

Paid sick leave

Paid holidays

Parental leave

Wellness programs

Job summary

OnTrac is seeking a Customer Experience Coordinator to join our hybrid team supporting frontline operations in a fast-paced environment. The role audits reports, performs data validation, and delivers white-glove customer support, while coordinating with shippers and internal teams to ensure timely resolutions.

The position requires 1–3 years in customer operations and proficiency in Excel and Outlook, with evening, weekend, or overnight shifts as needed.

Qualifications

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

Responsibilities

• Audit recurring customer and operational reports for accuracy, completeness, and adherence to service-level expectations; perform manual data entry, corrections, and validation; identify discrepancies and escalate them for investigation and resolution.
• Support report generation and distribution while maintaining audit logs and supporting documentation related to reporting activities.
• Prepare and distribute customer-facing reports, performance updates, and operational summaries; communicate results and updates to internal stakeholders and external customers in a timely, accurate, and professional manner.
• Fulfill manual reporting, shipment research, and customer-specific data requests; support customer-specific operational requirements and service commitments; maintain detailed records of requests and fulfillment activities.
• Monitor escalations received through phone, email, and other channels; assess severity, customer impact, and urgency; follow established SOPs; route issues to the appropriate business owners, operational teams, or leadership stakeholders.
• Provide regular status updates to customers and internal stakeholders until resolution; document escalations, actions, and final outcomes; support incident management during operational disruptions and high-volume events.
• Partner with Operations, Transportation, Network Planning, Quality, Customer Success, and other teams to resolve customer issues; track open items, follow through on timely resolution, and elevate recurring trends, systemic issues, and risks.

Skills

Customer operations

Data entry

Excel

Outlook

Problem solving

Education

High school diploma

Tools

Microsoft Excel

Outlook

Job description

OnTrac is seeking a Customer Experience Coordinator to join our hybrid team supporting frontline operations in a fast-paced environment. The role audits reports, performs data validation, and delivers white-glove customer support, while coordinating with shippers and internal teams to ensure timely resolutions.

The position requires 1–3 years in customer operations and proficiency in Excel and Outlook, with evening, weekend, or overnight shifts as needed.