Customer Experience Rep III

OnTrac•Dayton, OH

2d•$21 - $31•Hybrid

About The Position

OnTrac is hiring a Customer Experience 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, we encourage you to apply today to connect with a recruiter! 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.

Requirements

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.
Demonstrate strong verbal and written communication skills.
Bring strong attention to detail and organizational skills.
Assess situations, prioritize your workload, and make sound decisions.
Available to work evenings, weekends, overnight shifts, or on-call schedules as business needs require.

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 of escalations.
Follow established SOPs for escalation management.
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 escalate recurring trends, systemic issues, and risks.