Customer Experience Sr. Coordinator

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.

Location:

Hybrid Any HUB in Network OH Dayton, NJ Swedesboro, NJ Groveport, IL Romeoville, Orlando FL, Fort Mill SC, TN Lebanon, CA Fremont, CA Fontana, CA Los Angeles, NV Reno, NV Henderson, TX Desoto

Shift: Sun-Thurs 11pm-7am CST

Compensation:
The expected starting base pay range for this position is $32.31 - $40.38, with full potential base salary range over a successful candidate's tenure in the position of $32.31 - $48.46. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.

The Customer Experience Senior Coordinator supports the day-to-day execution of OnTrac's Customer Control Tower within a 24/7 operating model. This individual contributor independently handles complex operational issues, supports reporting and data-quality activities, and helps ensure consistent execution of escalation and white-glove processes. This role does not own a customer portfolio and has no direct reports. The Senior Coordinator provides experienced operational support across customers, shifts, and business needs, serves as an escalation resource for Coordinators, and assists leadership with performance reporting, M /Q  preparation, and process improvement.

Employees are eligible for a comprehensive benefits package which may include:

• 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.

The Must-Haves:

• 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
• 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
• 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.

Your Mission in Motion:

• Control Tower execution & escalation management: 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.
• Incident response & Coordinator support: 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.
• Reporting quality & operational insights: 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…