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.
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.
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. In addition, the Arbitration Specialist will manage the post-sale inspection process.
Responsibilities & Duties:
Accurately document customer claims & complaints
Arrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessary
Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller
Maintain communication with customers regarding arbitration status and timing
Possess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration process
Arrive at mutually acceptable resolutions through negotiation of repairs and/or price adjustments in order to keep vehicles sold and avoid sale cancellations
Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provinces
Ability to understand and resolve issues with regards to vehicle registration, liens and odometer disputes
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
Work closely with the sales team to ensure continuity of communication and customer service
Perform other duties as assigned by management
Qualifications & Education Requirements:
High School Diploma or equivalent required; 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
Must have a superior customer service and dispute resolution orientation
Strong verbal and written communication skill required
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
Strong management and organization skills
Knowledge of health and safety practices and policies
We thank all applicants for their interest. Only candidates selected for an interview will be considered.