Customer Registration Supervisor

OPENLANE•Toronto, ON

56d•$65,000 - $73,000

About The Position

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 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.

Requirements

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.

Nice To Haves

Based in Canada preferred, but not required.

Responsibilities

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.

Benefits

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