Vehicle Dispute Resolution Expert

22 hours ago


Vaughan, Ontario, Canada OPENLANE Full time

About Us:

At OPENLANE, we revolutionize wholesale by empowering our customers to succeed.

  • We're a technology leader building the world's most advanced digital marketplace for used vehicles.
  • We're a data-driven company helping customers buy and sell smarter with clear insights.
  • We're an innovation hub accelerating wholesale remarketing through curiosity and collaboration.

Our Values:

Driven Innovators. 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

The Vehicle Dispute Resolution Expert will be responsible for resolving customer disputes regarding vehicle sales through TradeRev and ADESA systems. This role involves managing timely arbitration between buyers and sellers, ensuring successful resolutions based on auction policies. Additionally, the expert will oversee post-sale inspections and maintain open communication with customers regarding arbitration status.

Responsibilities & Duties:

  • Accurately document customer complaints and claims.
  • Arrange vehicle inspections and gather necessary information for negotiation and resolution.
  • Maintain communication with customers regarding arbitration status and timing.
  • Possess intimate knowledge of auction policies and advise customers accordingly.
  • Arrive at mutually acceptable resolutions through negotiation and repairs or price adjustments.
  • Be aware of relevant legislation and industry trends.
  • Maintain accurate files on customer claims, complaints, and resolution details.
  • Work closely with the sales team to ensure continuity of communication and customer service.
  • Perform other duties as assigned by management.

Requirements & Qualifications:

  • High School Diploma or equivalent required; Bachelor's degree preferred.
  • 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.
  • Superior customer service and dispute resolution orientation.
  • Strong verbal and written communication skills.
  • Bilingualism (English & French) would be considered an asset.
  • Effective report writing and composition skills.
  • Experience and working knowledge of Microsoft Office applications including Excel, Word, and Outlook.
  • Strong management and organization skills.
  • Knowledge of health and safety practices and policies.

Compensation Package:

The estimated annual salary for this position is $60,000 - $80,000, depending on qualifications and experience.



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