OnTrac 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, 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: NJ, OH, TN preferred (This is a Hybrid position to be performed at one of the Company’s operational facilities for 3 days on site).
Shift: Tues – Sat
Compensation: The expected starting base pay range for this position is $104,800 - $131,000, with full potential base salary range over a successful candidate’s tenure in the position of $104,800 - $157,200. 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.
Employment Logistics:
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.
Unpacking the Benefits:
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:
8 years of relevant experience with a Bachelor’s degree or equivalent with an emphasis in Operations, Supply Chain, Business, Analytics, or a related field preferred
Expert understanding of customer experience best practices, as well as industry principles and terminology.
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.
Your Mission in Motion:
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.
Customer…