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Dealer Relations Coordinator
4 months ago
- Drive superior customer experience to ensure dealer satisfaction and build client retention.
- Support growth of the customer base and act as a liaison between all auction departments, including sales representatives, consignment dealers and auction personnel.
- Perform key functions such as supporting OPENLANE initiatives, organizing and resolving customer concerns effectively.
- Perform clerical and numerical activities including selecting, compiling, verifying and processing data.
- Ensure ancillary services such as transport and shop services have been scheduled and completed.
- Ensure all reserve prices and declarations are present and accurate. Utilize market conditions to effectively qualify reserve prices and negotiate sales.
- Assess and triage immediate customer issues enabling on-the-spot resolutions to ensure optimal customer experience and maximize sales
- Assist in the resolution of If Bids in a timely and effective manner
- Facilitate the seller cheque process and ensure all assigned accounts are in good standing
- Understand dealer-facing systems (OPENLANE.ca, TradeRev, etc) and effectively educate and resolve issues for internal and external customers
- Create schedules, coordinate and assign tasks such as lot turning and vehicle moves.
- Assist with auction lane placement, flagging vehicles and booking physical auction run numbers.
- Collaborate with auction team to ensure proper marketing of sale inventory to maximize vehicle exposure.
- Collaborate with dealer registration to assist with customer sign-up and information changes.
- Support services and programs outside of the core auction workflow as needed to meet site objectives.
- Monitor VIP customers and their performance to ensure adherence to benchmarks.
- Perform auction day duties such as customer service, auction representation and post-sale reporting.
- Monitor all on-ground dealer inventory and provide recommendations and insights on how to market and sell inventory.
- Perform all required tasks related to auction run lists.
- Educate customers on the best ways to utilize our systems and services.
- Utilize OPENLANE's CRM to log calls, run reports, and view dashboards.
- Monitor local competition and recommend competitive strategies to the supervisor.
- Other duties as required.
- High School Diploma and or equivalent experience.
- A minimum of (1) to (2) years of customer service experience preferred.
- Previous auction experience or automotive background preferred.
- Developed and professional verbal, written communication and listening skills.
- Prior experience with sales and sales management tracking databases, such as with emphasis on accurate documentation is preferred.
- Effective customer relations, communication, enthusiastic, persuasive and interpersonal skills required.
- Intermediate computer skills with basic knowledge in Microsoft Suite, including Word, Excel and Outlook.
- Ability to work with minimal supervision.
- Multi-tasking skills along with the ability to adapt to changing work environments.
- Demonstrated ability to learn, retain and articulate product related information and provide unscripted responses on appropriate subject matter.