Dealer Relations Team Lead

Job Description

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.

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 are seeking a Dealer Relations Team Lead with experience in customer relationship management and supporting a team of customer service professionals. Reporting to the Dealer Relations Supervisor, you will be the senior point of contact for our Dealer Relations team, and will work in close collaboration with sales and operations management.

You Are:

• Customer Focused. You will support our dealer and local fleet customers to ensure they are getting maximum value from our VLC services and marketplace platforms.

• Knowledgeable. You will use your industry knowledge, and a bit of sales-savviness, to make recommendations to customers that will drive value and ensure success.

• Collaborative. You will partner with our other team members, including sales, administration, operations, and VLC management, while moving vehicles through the remarketing lifecycle.

• Process-minded. You can quickly evaluate situations, identify areas of concern, implement solutions and work well in a very fast-paced environment.

• Driven. You are highly driven and are comfortable motivating your teammates to achieve goals .

You Will:

• Support growth of the customer base and act as a liaison between all Vehicle Logistics Center (VLC) departments, including sales representatives, for our dealer & fleet customers.

• Drive superior customer experience to ensure dealer & fleet customer satisfaction and build client retention, including identifying process improvements & implementing corporate initiatives.

• Take a proactive role to resolve all customer concerns including coordinating with OPENLANE's sales resources as needed to ensure customer satisfaction, including engaging and communicating with the Inside Sales Manager or senior managers as necessary to achieve deliverables or resolve operational or customer concerns.

• Monitor consignment activity, coordinating lane placement and lot turn, in collaboration with leadership of Marketplace Operations and Sales.

• 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, including 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's marketplace) and effectively educate and resolve issues for internal and external customers

• Collaborate with the dealer sales 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.

• Perform auction day duties such as customer service, auction representation and post-sale reporting; and triage immediate customer issues, enabling on-the-spot resolutions to ensure optimal customer experience, maximize sales, and support VLC team members.

• Utilize OPENLANE's CRM to log calls, run reports, and view dashboards.

Must Haves:

• 3+ years' in automotive industry or sales-related experience

• 2-3 Years' of related experience in a customer service or administrative capacity

• Tech-savvy, and comfortable using Google Suite

• Effective customer relations, communication, enthusiastic, persuasive and interpersonal skills

Nice to Haves:

• Prior experience working in automotive remarketing is preferred

• Experience with AMS, VTrace, and other OPENLANE systems

• Bilingual (English/French) is considered an asset

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