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Carrier Service Representative

4 weeks ago

Mesa, United States OPENLANE Full time

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

Job Summary:

Carrier Services Representative is responsible for procuring updates for loads that have been delayed for various reasons, while mentoring carriers and emphasizing the need to update and manage their loads independently. The Carrier Services Representative must maintain positive carrier relationships by responding to inquiries, assisting the carrier's needs, and documenting actions in a timely manner. They must also monitor our team's daily workflow to ensure documents and information are properly entered into the system and accounts and load notes are updated appropriately.


Responsibilities and Duties:

  • Answer phones and emails from carriers on a daily basis.

  • Exhibit a professional, thoughtful, and positive demeanor.

  • Respond to carrier issues by reviewing previous inquiries and responses, gathering, and researching information, assembling and forwarding information to the corresponding teams responsible for that profit center.

  • Participate in marketing campaigns and display professional etiquette at all times.

  • Document all correspondence with carriers in our company database.

  • Ensure all delayed loads are being monitored and that we are providing all required assistance to get our loads safely delivered as soon as possible.

  • Keep up to date with all CarsArrive procedures, products, and services.

  • Make management aware of any carrier issues that may require further attention.

Education and Qualification Requirements:

  • High School Diploma or GED required

  • Requires incumbent to establish and maintain effective working relationships with co-workers, supervisors, and vendors along with a high degree of customer service orientation.

  • Skilled in attentive and active listening; patience to hear people out and accurately restating the opinions of others even when he/she disagrees.

  • Demonstrate multifaceted oral and written communication skills that focus on customer service and its continuous improvement.

  • Ability to write clearly and succinctly in a variety of communication settings and styles to obtain the desired effect.

  • Ability to speak clearly and distinctly over the telephone and in person in a friendly manner.

  • Excellent organizational skills with strong attention to details.

  • Ability to prioritize, multi-task, effectively manage projects and maintain flexibility in a fast-paced environment.

  • Ability to work independently with proven problem solving and decision-making skills.

  • The ability to meet deadlines, consistently delegate tasks and be productive according to business reference.

  • Auction or transportation experience preferred.

  • Basic knowledge with Google Suites preferred.