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Arbitration Team Supervisor

2 months ago

Orangeville, Canada OPENLANE Full time

Who 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.

Position Overview 

OPENLANE is looking for an Arbitration Team Supervisor (Toronto, Hybrid) who will lead the team and step in on a daily basis to assist. This person must become proficient in OPENLANE’s arbitration policies. We are looking for someone who is a team player with excellent communication and customer service, industry experience, and can work in a team environment. Resolve differences between the buyer and seller.  Researches all issues and recommends final decisions regarding all post-sale issues that arise.

  • Office days are: Tuesday and Thursday.

Responsibilities and Duties:

  • Lead a team of arbitration specialists – assist in prioritization

  • Maintain excellent customer service, strong telephone support and ability to answer or research the answer to client questions.

  • Motivating team members to accomplish goals

  • Organizing daily workloads

  • Conduct weekly 1 on 1's

  • Weekly production reporting to leadership

  • Daily Production planning with team lead

  • Daily production tracking

  • Monitor cycle times and address concerns as necessary

  • Identifying strengths and career advancement opportunities

  • Identify employee improvement opportunities and provide guidance

  • Coaching and performance growth

  • Perform quarterly employee reviews

  • Time clock signoff

  • Maintain PTO Calendar

  • Customer/agent escalation

  • Host daily case meetings

  • CSAT Review when senior leaders are unavailable

  • Effective delegation of work

  • Problem solving

  • Communicating goals and holding team accountable

  • Leading by example

  • Conflict resolution

  • Clarify the urgency and importance of different types of work

  • Identify production areas of concern to leadership

  • Understand and enforce OPENLANE’s arbitration policies and procedures.

  • Train, develop, and supervise new hires and current staff

  • Perform customer arbitration transactions in a prompt and courteous manner.

  • Make sure customers receive prompt, efficient and courteous attention for all contacts and transactions.

  • Resolve any customer complaints in a friendly, courteous manner.

  • Resolve arbitration differences in a polite and distinct manner, making sure each customer is aware of sale regulations.  

  • Communicates final decisions to the customer and coordinates the post-sale process.

  • Make and approve financially impactful decisions.

Requirements and Qualifications:

  • College Degree focus on Automotive Sales an asset; Bachelor’s Degree preferred

  • 5+ years of experience in customer service, conflict resolution, and automotive experience preferred

  • 2+ years supervising a team in an office environment required

  • Experience in providing superior customer service

  • Experience and comfort with web and mobile technology

  • Excellent interpersonal, negotiation and communication skills with strong attention to detail

  • Ability to maintain calm and diplomatic in dispute resolution situations

  • Autonomous, self-driven, pro-active and a team player

  • Excellent organizational and communication skills.

  • Competent Google Suite apps.


 

What We Offer: 

  • Competitive pay

  • Medical, dental, and vision benefits 

  • RRSP (Canada) with company match 

  • Paid Vacation, Personal, and Sick Time

  • 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 

Sound like a match? Apply Now - We can't wait to hear from you