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Customer Disputes Support

May 12, 2026

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. <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Medical, Dental, and Vision insurance; HSA and FSA options</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Life and Disability coverage (basic and voluntary)</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Competitive benefits and 401(k) with company match</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Referral Bonus Program - Up to $500 per referral!</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Paid Time Off including Holiday pay </li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Employee Assistance Program & a Safe and clean work environment </li> </ul> The Must-Haves: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Bachelor’s Degree or equivalent experience</li> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">2–5 years experience in a related field</li> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">Occasional travel as needed (<10%)</li> </ul> Your Mission in Motion: <ul style="margin-top: 1.0pt; margin-bottom: 5.0pt;"> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">Dispute investigation: Investigate customer disputes by reviewing relevant documentation such as invoices, contracts, service records, and customer communications.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">Root cause & resolution determination: Analyze root cause and determine the appropriate resolution based on company policies, contract terms, and customer history.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">Processing & system entry: Process disputes by gathering required information, documenting it, and entering it into the dispute management system.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">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.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">Timeliness & escalation: Ensure timely resolution to meet or exceed resolution time targets; follow up on open disputes and escalate issues as needed.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">Policy compliance & recordkeeping: Track, document, and resolve disputes in compliance with company policies and procedures, maintaining detailed records for future reference and compliance.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">Cross-functional resolution: Collaborate with internal teams (Sales, Operations, IT, Finance) to resolve disputes requiring additional input or corrections.</li> <li style="margin: 1pt 0in 5pt 0px; line-height: normal; font-size: 11pt; font-family: Arial, sans-serif;">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.</li> </ul> Paving your way to your success: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">You bring strong attention to detail with a focus on problem-solving and customer satisfaction.</li> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">You process large amounts of information accurately and consistently.</li> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">You communicate exceptionally, effectively managing relationships with internal stakeholders and external customers.</li> <li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;">You are self-directed and proactive, managing multiple projects in a fast-paced environment.</li> </ul> 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.

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DISCLAIMER

Get Hired Faster With COMPANY_NAME!

1: COMPANY_NAME Smart Tools and Direct Employer Connections Help Speed Up Your Hiring Process

2: With Better Matches, Real-time Job Alerts, and Direct Employer Responses, COMPANY_NAME Helps Many Candidates Secure Interviews and Job Offers Within 15 to 30 Days!

3: The Type of Resume You Need to Get Priority Placement

4: Browse Full-Time, Part-Time, and Freelancing Roles With COMPANY_NAME

5: COMPANY_NAME Helps You Grow Your Career

6: The Easiest Way To Find A Job

7: Find Roles That Offer Growth, Culture & Benefits

8: Get Support With Resume, Interviews & Career Planning

9: Your Future Starts Today

10: Get Hired Within 15 to 30 Days With COMPANY_NAME

Customer Disputes Support

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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