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.
Program Coordinator
Are you a problem-solver who thrives in a fast-paced environment? Do you enjoy helping customers navigate web and mobile technology? Are you looking to join a global leader in wholesale vehicle remarketing solutions? If so, keep reading.
As a Customer Service Representative – Program Coordinator you’ll be at the forefront of delivering outstanding service while also driving process improvements. You’ll interact with customers through phone, email, chat, and more—resolving issues, offering solutions, and making meaningful connections. Beyond service, you’ll identify ways to enhance operational efficiency and customer satisfaction through data-driven insights and continuous improvement initiatives.
Key Focus Areas:
Customer Service: Deliver prompt, professional support and resolve customer inquiries efficiently.
Process Optimization: Identify inefficiencies and recommend improvements to enhance service operations.
Continuous Improvement: Implement initiatives using methodologies like Lean or Six Sigma.
Performance Measurement: Track and analyze KPIs to assess the impact of changes.
Cross-Functional Collaboration: Work with internal teams to identify improvement opportunities.
Sales Acumen: Recognize opportunities to upsell or cross-sell while maintaining a customer-first approach.
Responsibilities:
Drive continuous improvement by identifying bottlenecks, implementing solutions, and measuring results.
Manage inbound and outbound customer interactions, including vehicle, title, logistics, and dealer inquiries.
Ensure First Contact Resolution and escalate complex issues when necessary.
Collaborate with other departments to meet service standards.
Provide feedback to enhance systems and workflows.
Maintain accurate records in Salesforce CRM.
Stay current on tools, technology, and company policies.
Required Qualifications:
High school diploma or equivalent (Associate’s degree preferred).
2 years of experience in customer service and/or contact center sales.
Strong communication, interpersonal, and problem-solving skills.
Proficient with Microsoft Office (Word, Excel, Outlook).
Comfortable using and learning web and mobile technologies.
Able to work independently, stay organized, and meet deadlines.
Preferred Qualifications:
Experience in a sales/service role with a record of meeting goals.
Proficiency with CRM platforms, especially Salesforce.
Knowledge of Lean, Six Sigma, or other process improvement frameworks.
Analytical mindset with strong data interpretation skills.
Experience in project management, training, or delivering presentations.
Skilled in creating process visuals and documentation.
Background in the automotive or auction industry.
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!
