Auction Arbitration Manager

CarMax, the way your career should be! 

About this job

The Auction Arbitration Manager oversees auction arbitration, CAF repossession remarketing, and auction sale day  customer  experience  at  it  relates  to  check-in,  dealer registration and block management. This position facilitates the resolution of customer complaints (includes all vehicles and online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with CarMax Trading Policies. This position also requires organization and management of sale day activities including post sale inspections and sale day arbitrations.

• Resolves customer and associate issues; fosters an environment for an exceptional associate and customer experience aligned with CarMax culture
• Serves as a liaison between Home Office, CAF, Dealer Registration, and other partners for decisions regarding arbitration, system improvements, legal compliance, repossessions, and other issues
• Works with Purchasing teams to ensure auction announcement accuracy
• Uses reports to analyze arbitration and monitor trends to identify opportunities in the business
• Manages the resale and remarketing of repossessions for CarMax Auto Finance
• Identifies opportunities to reduce waste and create process improvements that are value added for customer and associate experience
• Maintains work schedules for technicians assisting with auction day operations ensuring adequate coverage to meet customer demand
• Wholesale Customer Relationship Management
• Monitors/manages arbitration process at auction
• Conduct accurate vehicle condition assessments by collecting, recording, and communicating all required information (including cosmetic, specific mechanical conditions, options, etc.) from assessments for Merch analysis.
• Accurate optioning of vehicles during assessments.
• Manages on demand customer needs
• Auction Preparation
• Builds auction run list with accurate inventory representation
• Reconciles/Appraises Repossession inventory
• Participates in monthly file reviews with mentor
• Interviews claimants to obtain information about disputed issues and investigates arbitration claim by obtaining, comparing, evaluating, and validating different forms of information needed. Have awareness of and resolve after-sale problems, such as issues with title, mileage, frame damage, etc.
• Mediates dispute and negotiate repair and/or pricing of disputed vehicles in order to arrive at a mutually acceptable solution and in an effort to keep vehicles sold.
• Works on other duties and special projects as needed.

• Bachelors in business administration or related field preferred or equivalent work experience required.
• Minimum of 3-5 years of automotive, mechanical or body shop experience with complaint recording and resolution preferred.
• Working knowledge of federal and state laws regarding arbitration of vehicles
• Multi-task in a high-energy, fast-paced work environment.
• Position requires a valid Driver’s License.

• Ability to use Office 365, Teams, SharePoint, other collaboration tools as needed, required
• Strong written and verbal communication skills required.
• Multi-task in a high energy, fast paced work environment
• Speak, listen, and write effectively in dealings with vendors, customers and associates
• Read, interpret, and transcribe data in order to maintain accurate records
• Make independent judgements regarding critical business decisions
• Identify business opportunities and suggest improvements

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community.  We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

The annual salary for this position is:

Benefits:

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.

Associates that are considered full-time hourly or commission/incentive eligible:

• To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company. 
• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday.  If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay. 

Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval. 

For more details about benefits, please visit our CarMax Benefits website.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.