Customer Experience Consultant

On Trac is hiring a Customer Experience Consultant
!

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.

NJ, OH, IL, FL preferred (This is a Hybrid position to be performed at one of the Company’s operational facilities for 3 days on site).

• Regular Operating Hours, ex. 8am-5pm
• Sunday – Weds
• Sunday – Thurs
• Tues – Sat
• Weds – Sat

Compensation:
The expected starting base pay range for this position is $104k- $131k, with full potential base salary range over a successful candidate’s tenure in the position of $104k - $157k. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors. This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan of up to a 15% Bonus Target.

The Customer Experience Consultant leads the day-to-day execution of the Customer Control Tower within a 24/7 operating model. This role owns real-time monitoring, rapid escalation, and high-quality communication for key customers. The Consultant serves as a critical execution leader, delivering consistent operational performance, managing escalations, and ensuring customer issues are resolved quickly and effectively. This role partners closely with Operations, Field Operations, Line Haul, and Quality to maintain service standards for top-tier and high-risk customers.

• 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.

• Bachelor’s degree required, with an emphasis in Operations, Supply Chain, Business, Analytics, or a related field preferred
• Experience in customer-facing operational roles, escalation management, or service recovery environments
• Experience supporting reporting, operational reviews, or customer communications preferred
• Data-aware and comfortable using reporting and performance metrics to guide decisions
• 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.

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:
  Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts while ensuring timely responses and adherence to escalation protocols.
• Critical issue coordination & documentation:
  Act as the primary point of contact during critical issues, coordinate cross-functional responses, and ensure escalations are documented, tracked, communicated, and followed through using centralized systems.
• Cus…