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OnTrac is hiring a Customer Dispute Support IV!

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: Remote

Employment Logistics:

The Dispute Support IV role is responsible for investigating and processing customer disputes and ensuring timely, accurate resolution. This position focuses on identifying root causes and implementing appropriate solutions while partnering with cross-functional teams to ensure disputes are handled efficiently and with minimal impact to customer satisfaction and business operations. In this role, you will also meet with customers to answer questions about disputes and dispute processes. This position supports strong customer relationships and overall business profitability through effective dispute management.

Unpacking the Benefits:

We offer a comprehensive benefits package designed to support your health, financial security, and life outside of work.

• Medical, Dental, and Vision insurance; HSA and FSA options
• Life and Disability coverage (basic and voluntary)
• Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance
• Competitive benefits and 401(k) with company match
• Referral Bonus Program - Up to $500 per referral!
• Paid Time Off including Holiday pay  
• Employee Assistance Program & a Safe and clean work environment  

The Must-Haves:

• Bachelor’s Degree or equivalent experience
• 2–5 years experience in a related field
• Occasional travel as needed (<10%)

Your Mission in Motion:

• Dispute investigation: Investigate customer disputes by reviewing relevant documentation such as invoices, contracts, service records, and customer communications.
• Root cause & resolution determination: Analyze root cause and determine the appropriate resolution based on company policies, contract terms, and customer history.
• Processing & system entry: Process disputes by gathering required information, documenting it, and entering it into the dispute management system.
• Customer communication & transparency: Communicate with customers to acknowledge receipt of disputes, provide updates on progress, and meet with customers to answer questions about disputes and dispute processes.
• Timeliness & escalation: Ensure timely resolution to meet or exceed resolution time targets; follow up on open disputes and escalate issues as needed.
• Policy compliance & recordkeeping: Track, document, and resolve disputes in compliance with company policies and procedures, maintaining detailed records for future reference and compliance.
• Cross-functional resolution: Collaborate with internal teams (Sales, Operations, IT, Finance) to resolve disputes requiring additional input or corrections.
• Prevention & continuous improvement: Work with appropriate departments to correct billing, data entry, or operational processes to prevent future disputes; provide feedback on common dispute trends; monitor/report key metrics (volume, resolution time, customer feedback) and use data/analytics to identify recurring issues and develop corrective actions.

Paving your way to your success:

• You bring strong attention to detail with a focus on problem-solving and customer satisfaction.
• You process large amounts of information accurately and consistently.
• You communicate exceptionally, effectively managing relationships with internal stakeholders and external customers.
• You are self-directed and proactive, managing multiple projects in a fast-paced environment.

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply! 

OnTrac is proud to be an Equal Opportunity Employer

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.