Customer Registration Supervisor

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.
 

We’re Looking For:

We are seeking a Customer Registration Supervisor for the Canadian Marketplace to report to the Director of Customer Service Delivery.  This position oversees the Dealer Registration process working closely with Support, Risk & Collections teams to onboard new dealerships and maintain existing dealers. 

The Registration Support Agents work directly with our Dealers, Commercial Account customers, Sales teams and auction locations, to gather and input information to create new and maintain current customer data and online access. Risk mitigation is a key  responsibility which includes regular reviews of spending limits, user permissions and transaction behavior.  

This supervisory position must oversee the development and maintenance of strong customer service skills to ensure exceptional service goals and customer service level agreements are met at all times. A critical component is risk mitigation, involving regular checks of spending limits, user permissions, and transaction behavior. This supervisor must ensure the team develops excellent customer service skills to consistently meet service goals and SLAs.

You Are:

• Customer-Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.

• A Leader. You are not afraid to get in the trenches to do the hard work, you know how to positively engage and coach agents to ensure winning results, you are approachable, and have mastered organizational and time management skills. 

• Effective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.

• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. 

• Resolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively. 

• Technically Proficient. You have a solid understanding of technical troubleshooting, including site navigation, login issues, and application functionality, and can assist customers with these issues effectively.

You Will:

• Lead, mentor, and coach a team to achieve high performance while consistently meeting deadlines, SLA metrics, and KPIs, and ensuring adherence to OPENLANE policies and procedures.

• Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience

• Monitors provincial licensing requirements and ensures OPENLANE's compliance

• Trains registration team members and other departments (customer support, sales, auction operations) on new policies and procedures

• Handle escalations within designated timeframes

• Oversee verification and setup of new dealer accounts

• Use CRM software, specifically Salesforce, and a Contact Center telephony system to track customer interactions and manage the team's performance.

• Maintain expertise in customer self-service and manual registration processes, including data management across all OPENLANE systems

• Develop and manage team schedules including team PTO, to ensure optimal coverage at all times while maintaining a balanced workload for each team member.

• Manage internal employee AuctionACCESS onboarding process and completes quarterly audit of user roles

• Manage policy exceptions - approvals and oversight of exception plans

• Lead by knowing, practicing, and ensuring that company policies and procedures and state or federal laws are followed at all times. Information obtained for customers will impact inventory categorizations and vehicle representation data uploaded to OPENLANE, payment methods to customers, inspection client selection, fee pricing based on contracts, and overall reporting of customer and company sales. 

• Create an engaging atmosphere that promotes a continuous improvement mindset while fostering collaboration and motivation to enhance team morale and productivity.

Must Have’s:

• 5+ Years of customer service or technical support experience.

• Bachelor's degree in business or other related field. May have related experience in lieu of a degree. 

• Proficiency in handling customer inquiries, resolving issues, and managing customer expectations.

• Strong organizational and time management skills.

• Strong leadership and accountability skills

• The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications simultaneously. 

• Excellent oral and written communication skills. 

• Experience with SalesForce or any CRM and Contact Center telephony system.

• Technical troubleshooting experience in a SaaS environment.

• Based in Canada preferred, but not required.

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

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

Compensation Range of

(Depending on experience, skill set, qualifications, and other relevant factors.)