Customer Experience Rep III

About the role

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.

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; follow established SOPs; 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.

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.

Skills

• Strong verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to assess situations, prioritize workload, and make sound decisions.
• Availability to work evenings, weekends, overnight shifts, or on-call schedules as business needs require.

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.

Pay

The expected starting base pay range for this position is $21.00 – $26.44, with full potential base salary range over a successful candidate’s tenure in the position of $21.00 – $31.73. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.