Senior Specialist, Digital Innovation

2 weeks ago

Orangeville ON, Canada TRVC Nth Gen Software Inc Full time

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.

We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Reporting to the Arbitration Team Lead, (or Hub Manager where applicable), the Arbitration Specialist will be responsible for all aspects of the resolution of customer claims & complaints with regards to vehicles sold through the TradeRev and ADESA system. The position requires the management of timely arbitration between buyers and sellers with the goal of reaching a successful resolution based on auction arbitration policies. Accurately document customer claims & complaints 
Arrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessary 
Possess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration process 
Maintain accurate and complete files on all customer claims, complaints and resolution details 
Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies 
Bachelor’s degree preferred 
Preferably 1-3 years of automotive, mechanical or body shop experience; dispute resolution and auto auction experience is an asset 
Experience with automobile brands, equipment, mechanics and structure 
Bilingualism (English & French) would be considered an asset
Effective report writing and composition skills required 
Experience and working knowledge of Microsoft Office applications including Excel, Word and Outlook 
Knowledge of health and safety practices and policies 

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