Team Lead Commercial Accounts Representative - Operations

Job summary

The Team Lead manages customer inquiries, oversees operational quality assurance, and resolves bottlenecks to ensure efficient vehicle inventory and sales processes. They also provide leadership to the team, conduct performance feedback, and ensure compliance with client service level agreements.

Job details

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. 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 We’re Looking For: We’re looking for a Team Lead Commercial Account Rep (Hybrid) with experience in efficiently managing, reporting, and scheduling the inventory and sale of vehicles through OPENLANE’s platforms. As the Team Lead Commercial Account Rep, you will be crucial in managing customer inquiries, driving operations compliance, overseeing quality assurance, resolving operational bottlenecks, and completing the repossession redemption process. You Are: Detail-Oriented. Ensure operations meet account specifications and maintain quality standards. Customer-Focused. Provide prompt, courteous service and resolve customer issues in a friendly manner. Adaptable. Demonstrate flexibility in handling changing work environments. Proactive. Identify and address areas of concern, involving leadership as necessary. Collaborative. Work closely with other teams and stakeholders to identify and address concerns. Driven. Motivate team members to achieve goals. You Bring: Wholesale vehicle remarketing, commercial operations, and repossession redemption processes. Client SLAs, vehicle inventory workflows, and operations compliance. Team leadership, spot-checking output quality, and conducting regular feedback meetings. Workflow optimization, identifying and fixing operational bottlenecks, and tracking performance metrics. Customer service resolution, financial posting/balancing, and cross-functional team coverage. High proficiency with Microsoft Office products. Fluency in navigating computerized reporting systems, inventory tracking software, and payment/EFT processing tools. You Own: Ensure sales vehicles meet account specifications and enforce strict operations compliance with client SLAs. Oversee operations quality assurance, audit operations quality service levels, and spot-check team output to meet company and customer standards. Keep a real-time eye on service levels and conduct regular meetings to provide feedback. Handle internal team operational issues, resolve regional operations bottlenecks, and motivate team members to achieve operational goals. Coordinate the inventory and sale of vehicles while generating and preparing reports by gathering data from computerized systems. Ensure customer satisfaction by communicating with clients, responding to inquiries, resolving issues promptly, and handling the repossession redemption process. Represent vehicles on the block or attend block with sales representatives on sale day. Perform sales-related administrative duties including posting charges, preparing contracts and titles, processing payments, transmitting EFT/wire transfers, and balancing and filing sales transactions. Collaborate with Commercial Account Reps to provide cross-functional backup, ensuring consistent adherence to all SLAs. You Drive: Translating client SLA requirements into daily operational workflows and team tasks. Managing real-time service levels, identifying and fixing operational bottlenecks, and providing continuous operational backup. Tracking performance metrics to maintain high operational standards and ensure all targets are met. Achieving high customer satisfaction, accurate transaction balancing, and seamless block representation on sale days. Who You Will Work With: Reporting to the National Commercial Accounts Manager, this role will collaborate with Commercial Account Reps, internal operations, sales representatives, and external commercial clients on a daily basis Where You Work: Your work is performed as a Hybrid employee located in our VLCs. Must Have’s: High School education or equivalent. 1–3 years of related operational experience. Experience in a customer service or administrative role. Proficient with Microsoft Office products. Strong organizational skills with high attention to detail. Nice to have’s Bilingualism (English and French) is an asset. Previous experience in a team lead, supervisory support, or mentoring role within operations. Familiarity with automotive auction administration, titling, wire transfers, or repossession processes. Sound like a match? Apply Now - We can't wait to hear from you!

What you’ll do

The Team Lead manages customer inquiries, oversees operational quality assurance, and resolves bottlenecks to ensure efficient vehicle inventory and sales processes. They also provide leadership to the team, conduct performance feedback, and ensure compliance with client service level agreements.

Requirements

Candidates must have a high school diploma or equivalent and 1–3 years of related operational experience in a customer service or administrative role. Proficiency in Microsoft Office and strong organizational skills are required, with automotive auction administration experience considered an asset.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• HSA contributions
• FSA options
• 401K
• RRSP
• Company match
• Paid vacation
• Personal time
• Sick time
• Paid maternity leave
• Paid paternity leave
• Short-term disability
• Long-term disability
• Life insurance
• AD&D
• Employee assistance program
• Tuition reimbursement

Listed skills

• Customer service · Preferred
• Quality assurance · Preferred
• Operations Management · Preferred
• Administrative Support · Preferred
• Data analysis · Preferred
• Compliance · Preferred
• Communication · Preferred
• Reporting · Preferred
• Microsoft Office · Preferred
• Team Leadership · Preferred
• Inventory management · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team leadership
• Operations management
• Customer service
• Inventory management
• Workflow optimization
• Performance metrics
• Quality assurance
• Repossession redemption
• Microsoft Office
• Data analysis
• Reporting
• Conflict resolution
• Administrative support
• Compliance
• Communication
• Report Writing
• Contract Preparation
• Business Metrics
• Workflow Management
• Organizational Skills
• Team Motivation
• Curiosity
• Bilingual (French/English)
• Administrative Functions
• Auctioneering
• Auditing
• Customer Service
• Electronic Funds Transfer
• Employee Assistance Programs
• Sales
• Leadership
• Innovation
• Mentorship
• Operations
• Performance Metric
• Quality Assurance
• Quality Management
• Repossession
• Team Leadership
• Vehicle Remarketing
• Wholesaling
• Scheduling
• Filing
• Balancing (Ledger/Billing)
• Customer Inquiries
• Detail Oriented

Job areas

• Management & Leadership
• Customer Service & Support
• Administrative
• Logistics
• Finance & Accounting
• Commercial Account Representative
• Account Representative (General)
• Retail and Wholesale Trade Managers
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products

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