Senior Customer Experience Coordinator

OnTrac

. Independently monitor, assess, document, and coordinate customer and operational escalations through resolution .

Posted 10/2/2026full-timeUnited StatesSenior💰 $32 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer escalations, operational performance reporting, and data analysis to drive process improvements. Proficient in collaborating with cross-functional teams to resolve complex issues and enhance service delivery.

Highest-signal resume keywords

Customer Operations ManagementEscalation HandlingData Analysis and ReportingMicrosoft Excel ProficiencyLogistics and Supply Chain Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OperationsEscalation ManagementIncident ResponseOperational ReportingData ValidationPerformance MetricsRoot-Cause AnalysisTrend IdentificationService Performance EvaluationQuality Control

Soft Skills

Problem-SolvingCommunicationCollaborationTraining and MentoringAttention to Detail

Tools & Technologies

Microsoft ExcelMicrosoft OutlookMicrosoft TeamsReporting ApplicationsDashboards

Industry Keywords

LogisticsTransportationSupply ChainParcel OperationsControl Tower OperationsCustomer Service

About the role

Key responsibilities & impact

Independently monitor, assess, document, and coordinate customer and operational escalations through resolution
Evaluate severity, urgency, and business impact; engage appropriate teams or leaders; and provide accurate updates
Serve as an escalation resource for Coordinators during complex issues, service disruptions, peak periods, and 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
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
Execute white-glove monitoring, conduct shipment research, identify emerging risks, and initiate escalations 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
Guide Coordinators on procedures, reporting, documentation, and escalation handling
Support onboarding, peer training, and knowledge sharing
Contribute to SOP, escalation workflow, reporting process, and quality-control updates
Help maintain consistent execution across shifts

Requirements

What you’ll need

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
Responsibility to understand and adhere to OnTrac’s Acceptable Use policy and security guidelines

Benefits

Comp & perks

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