Customer Registration Supervisor

Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful.

building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.

helping customers buy and sell smarter with clear, actionable insights they can understand and use.

accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Driven Way builders
. 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.

• 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.

• 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 time frames
• 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 Auction ACCESS onboarding process and completes quarterly audit of user…