Hybrid CX Coordinator - After-Hours Escalations

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

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability coverage

401(k) with company match

Flex vacation

Floating holidays

Paid sick leave

Company holidays

Parental bonding leave

Wellness programs

Job summary

OnTrac is seeking a Customer Experience Coordinator to join our hybrid team. You will audit data, generate reports, and deliver white-glove support to shoppers and shippers, ensuring timely communication and resolution.

The role requires 1–3 years in customer operations or related fields, proficiency with Excel and Outlook, and the ability to adapt to a fast-paced environment. Strong problem-solving and empathy are essential. Benefits and career growth are available.

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.
• Must adhere to OnTrac security guidelines and Acceptable Use policy.

Responsibilities

• Audit recurring customer and operational reports for accuracy and completeness; perform manual data entry and validation.
• Support report generation and documentation with audit logs and related materials.
• Prepare and distribute customer-facing reports and performance updates; communicate results to stakeholders.
• Fulfill manual reporting, shipment research, and customer-specific data requests; maintain records of requests.
• Monitor escalations received via phone, email, and other channels; assess severity and route accordingly.
• Provide regular status updates to customers and internal teams until resolution.
• Collaborate with Operations, Transportation, Network Planning, Quality, Customer Success, and other teams to resolve issues.

Skills

Customer service

Excel

Outlook

Data entry

Education

HS Diploma

Tools

Microsoft Excel

Microsoft Outlook

Job description

OnTrac is seeking a Customer Experience Coordinator to join our hybrid team. You will audit data, generate reports, and deliver white-glove support to shoppers and shippers, ensuring timely communication and resolution.

The role requires 1–3 years in customer operations or related fields, proficiency with Excel and Outlook, and the ability to adapt to a fast-paced environment. Strong problem-solving and empathy are essential. Benefits and career growth are available.