OnTrac

1. List of Customer Service main contacts, phone numbers, emails, etc.

Available Monday-Friday from 8:00AM 5:00PM PST. In the event that these contacts are out of the office at
any time, you will be informed who is looking after our account.
Special Account Representative

Rob Klein
RKlein@ontrac.com
800.334.5000 ext. 3107

Special Accounts Team Leader

Tera Whitaker
TWhitaker@ontrac.com
800.334.5000 ext. 3996

Customer Care and Operations Support Manager

Pam Peglar
PPeglar@ontrac.com
800.334.5000 ext. 4517

2. Procedure for initiating a trace request.

Email: RKlein@ontrac.com
Include the following info:
Tracking #
Name of person initiating the trace with contact info (email/phone #)
Statement saying that you are looking for a trace request and any other pertinent info
Also use this same email address for address corrections or any other issues.
3. Procedure for filing / reviewing claims.
Email: claims@ontrac.com
Include the following info:
Tracking #
Reason for claim
Amt being requested
Copy of commercial invoice
4. Procedure for changing an address or intercepting a package.
Email Rob Klein (Special Account Representative) directly at RKlein@ontrac.com
Note: Include the customers phone number with your request

Updated 8.29.14

LaserShip
1. List of Customer Service main contacts, phone numbers, emails, etc.
Hours of Operation:
Monday - Friday 8am 9pm
Saturday 8am 8pm
Sunday 8am 5pm
Toll Free Number:
1.800.527.3764
Customer Service Emails:
Escalations - super@lasership.com
Minor Escalations - ccs@lasership.com
General (CS queue) - cs-assist@lasership.com
Email Distribution:
kohls@lasership.com
Customer Service Contacts
Manager:
Carrie Pullman
cpullman@lasership.com
1.800.527.3764 x 5152
Assistant Manager:
Kevin Gresham
kgresham@lasership.com
1.800.527.3764 x 5165
Supervisors:
Jordan Hicks
William Wynn
Loretta James
Shift Lead:
Christopher Conrad
2. Procedure for initiating a trace request.
Phone: 800.527.3764
Email: cs-assist@lasership.com
Electronically: www.lasership.com from tracking page using package tracking ID
3. Procedure for filing / reviewing claims.
Fill out attached claim form and send to cargoclaims@lasership.com
4. Procedure for changing an address or intercepting a package.
Call (1.800.527.3764) or email (cs-assist@lasership.com); however, if the package is currently out for
delivery, calling is best to ensure that the issue is addressed immediately
Note: Include the customers phone number with your request

Updated 8.29.14