Dealer Relations Coordinator

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 Coordinator with experience in customer relationship management and office administration. You will work as part of our close-knit sales and administrative team, and will be responsible for supporting our dealer sales team. This is a full time, in-office position working Monday through Friday between 8:30am-5pm.

You Are:

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

• Team Oriented. You will partner with our other team members, including sales, dealer registration, and accounting to support our customer service needs.

• 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.

You Will:

• Manage the daily operations of projects such as retail initiatives (offsite), consumer initiatives (C2D), and key dealer accounts (VIP).

• Act as a guide and coach for junior members of the team and provide feedback to supervisor on the development of team members.

• Drive superior customer experience to ensure dealer satisfaction and build client retention.

• Support growth of the customer base and act as a liaison between all Vehicle Logistics Center (VLC) departments, including sales representatives, consignment dealers and other VLC departments.

• Perform key functions such as supporting OPENLANE initiatives, organizing and resolving customer concerns effectively.

• Perform clerical and numerical activities including selecting, compiling, verifying and processing data.

• Ensure ancillary services such as transport and shop services have been scheduled and completed.

• 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

• Assist in the 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

• Take a proactive role to resolve all customer concerns including coordinating with OPENLANE's sales resources as needed to ensure customer satisfaction.

• Create schedules, coordinate and assign tasks such as lot turn and vehicle moves.

• Assist with auction lane placement, flagging vehicles and booking physical auction run numbers.

• 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.

• Support services and programs outside of the core auction workflow as needed to meet site objectives.

• Monitor VIP customers and their performance to ensure adherence to benchmarks.

• 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.

• Monitor all on-ground dealer inventory and provide recommendations and insights on how to market and sell inventory.

• Perform all required tasks related to auction run lists.

• Educate customers on the best ways to utilize our systems and services.

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

• Identify and provide customer service and experience recommendations to supervisor to enhance the OPENLANE customer experience.

• Monitor local competition and recommend competitive strategies to sales leadership.

Must Haves:

• High School diploma or equivalent experience / education

• 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