Customer Care Representative - Mesa, AZ

Job Overview

We are looking for a Customer Care Representative with experience in providing exceptional customer support and effective communication. The role involves assisting customers with shipper orders, maintaining accurate data, and ensuring timely updates. This position requires strong organizational skills, attention to detail, and problem‑solving abilities to manage shipper requests and maintain customer satisfaction.

Hybrid employee – in‑office on Tuesdays and Thursdays at our Mesa, AZ location.

• Customer‑Focused – Understand and meet the needs of our customers, going the extra mile to ensure their satisfaction.
• Effective Communicator – Strong verbal and written communication skills, articulating solutions clearly and concisely.
• Adaptable – Flexible and able to adjust to changes in procedures, priorities, and technology.
• Resolute – Strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining root cause, and selecting or explaining solutions effectively.

• Monitor a shared email inbox for new transport orders.
• Conduct order entries and research 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.
• 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.

• 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 coworkers, 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, focused on meeting deadlines.

• Auction or transportation industry experience.
• Familiarity with Google Suite tools.

• 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.

• 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 knowledge across a publicly traded, global organization.
• Company culture of internal promotions, diverse career paths, and meaningful advancement.

OPENLANE is an equal opportunity employer and a drug‑free workplace.