Job descriptionWho We Are: At OPENLANE we make wholesale easy so our customers can be more successful. We're a technology company building the world's most advanced—and uncomplicated—digital marketplace for used vehicles. We're a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we're an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit. Our Values: Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate. Relentless Curiosity. We seek to understand and improve our customers' experience. Smart Risk-Taking. We transform risk into progress through data, experience, and intuition. Fearless Ownership. We deliver what we promise and learn along the way. What We Offer: - Competitive pay - Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) - Immediately vested 401K (US) or RRSP (Canada) with company match - Paid Vacation, Personal, and Sick Time - Paid maternity and paternity leave (US) - Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US) - Robust Employee Assistance Program - Employer paid Leap into Service Day to volunteer - Tuition Reimbursement for eligible programs - Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization - Company culture of internal promotions, diverse career paths, and meaningful advancement We're Looking For: We're looking for an Arbitration Team Lead (Hybrid, Toronto) with experience in efficiently managing and resolving customer claims and complaints related to vehicles sold through OPENLANE's platforms. As the Arbitration Lead, you will report to the Senior Manager, Claim Operations, (Or Hub Manager where applicable). You will be crucial in conducting timely arbitration between buyers and sellers, ensuring compliance with auction arbitration policies. Additionally, you will oversee the post-sale inspection process. You Are: - Detail Oriented. Ensure the quality of the arbitration process by adhering to the auction policies and regulations. - Customer-Focused. Provide prompt, courteous service and resolve customer complaints in a friendly manner. - Adaptable. Demonstrate flexibility in handling changing work environments and resolving conflicts. - Proactive. Identify and address areas of concern, involving leadership as necessary. - Collaborative. Work closely with other teams and stakeholders to identify and address concerns. - Driven. Lead and motivate team members as the lead to achieve arbitration goals. You Will: - Conduct daily production planning. - Provide decision-making coaching and guidance to agents. - Maintain and escalate caseload as assigned. - Host daily case meetings and lead by example. - Coordinate third-party inspections and ensure proper recordkeeping. - Recommend new customer services and procedures to the General Manager. - Stay informed about breakdowns and maintenance, ensuring routine preventative maintenance. Who You Will Work With: Reporting to the Arbitration Supervisor this role will collaborate with agents, buyers, sellers, and other stakeholders regularly. Location: You will work on-site in a hybrid capacity, Tuesdays and Thursdays required. Must Have's: - At least 5 years of experience in customer service and/or claims resolution - High School Diploma or equivalent - Experience with automobile brands, equipment, mechanics, and structure - Must have superior customer service and dispute resolution orientation - Effective report writing and composition skills - Familiarity with arbitration policies and regulations Nice to Have's: - At least One (1) year of mechanical experience - At least one (1) year of auto auction experience - Bachelor's degree in business or related field - Previous people leadership experience Sound like a match? Apply Now - We can't wait to hear from you!
