Customer Experience Sr. Coordinator

OnTrac • Dayton, OH

3d • $32 - $48 • Hybrid

About The Position

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, 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; 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
• 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.

Nice To Haves

• 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
• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED