Customer Care Representative - Mesa, AZ

OPENLANE•Mesa, AZ

21h•Hybrid

About The Position

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. Who we’re looking for: Are you ready to be part of a dynamic team in the automotive industry? We are looking for a Customer Care Representative with experience in providing exceptional customer support and effective communication. You will be involved in assisting customers with shipper orders, maintaining accurate data, and ensuring timely updates. In this role, you will have the opportunity to use your organizational skills, attention to detail, and problem-solving abilities to manage shipper requests and maintain customer satisfaction. The ideal candidate will have experience in account management, customer service, data management, and operational communication. Where You Work: Your work is performed as a hybrid employee, with in-office requirements on Tuesdays and Thursdays at our Mesa, AZ. 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. 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. OPENLANE makes wholesale easy so our customers can be more successful. Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers.

Requirements

High School Diploma or GED
2+ years of experience in a call center environment
Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues (conflict resolution) to create a win-win solution.
Strong ability to establish and maintain effective working relationships with co-workers, supervisors, and vendors.
Exceptional active listening skills, with the ability to restate and communicate effectively in both written and verbal forms.
Proficiency in prioritizing, multitasking, and managing tasks in a fast-paced environment.
Proven problem-solving and decision-making skills, with a focus on meeting deadlines.

Nice To Haves

Experience working in a transportation or logistics role.
Advanced organizational skills with an emphasis on data accuracy and documentation.
Previous experience in cross-functional team communication.

Responsibilities

Monitor a shared email inbox for new transport orders
Conduct Order Entries.
Research and outreach for missing order information.
Ensure accurate data entry in the interactive platform, addressing discrepancies and updating orders as needed.
Process and organize inbound shipper requests via phone and email, ensuring timely communication and resolution.
Actively enter data into customer spreadsheets throughout the day, keeping records intact and up-to-date for customer review.
Perform other duties as assigned by your Supervisor.

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