Client Solutions Senior Specialist

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.

We’re Looking For:

We are seeking a Client Solutions Senior Specialist with experience in transportation logistics, operational strategy, and client satisfaction. You will be part of a Client Operations team responsible for delivering customized operational solutions and providing high-level support to Account Management teams . You will be involved in managing complex workflow escalations, approving rate/status adjustments, and refining customer experience touchpoints . In this role, you will have the opportunity to use your experience in higher-level conflict resolution, QA data tracking, and managing both onshore and offshore support workflows .

You Are:

- A Solutions Architect: You look beyond immediate problems to identify proactive, customized delivery solutions that drive growth and operational profitability .
- A Collaborative Liaison: You bridge the gap between client needs and internal operations with ease, professionalism, and strategic focus .
- A Detail-Oriented Expert: You possess a deep understanding of end-to-end logistics processes and maintain an unyielding commitment to data integrity .
- A Calm Problem Solver: You leverage advanced conflict-resolution skills and independent initiative to solve complex operational challenges .
- An Operations Communicator: You possess refined communication skills and phone etiquette to effectively manage cross-functional stakeholder expectations .

You Will:

- Assist onshore and offshore staff with complex escalated operational issues to ensure rapid resolution .
- Review and approve dry run fees, INOP fees, price adjustments, and transport status changes .
- Process and organize inbound transport requests via phone and email while maintaining accurate customer records .
- Build proactive relationships to scale and continuously refine the customer experience .
- Maintain constant communication with transportation and dispatch teams to track and resolve order issues .
- Compile Quality Assurance (QA) reports, maintain data integrity in spreadsheets, and partner with leadership on operational strategy .

Who You Will Work With:

Reporting to the Director, Client Operations, this role will collaborate with Account Management teams, Transportation/Dispatch teams, and offshore support staff on a daily basis .

Must Have’s:

- 8+ Years of experience in transportation logistics or a related operational field .
- High School Diploma or GED required .
- Proven track record in higher-level conflict resolution, QA data tracking, and customer service execution .
- Advanced proficiency in Google Workspace (specifically Google Sheets for data tracking and reporting) and Microsoft Office .
- Strong written and oral communication skills with a focus on active listening and effective cross-functional coordination .

Nice to Have’s:

- Bachelor’s degree in Business, Logistics, or a related field .
- Prior Sales or Account Management experience to help identify growth opportunities within operations .
- Experience directly supporting or collaborating with offshore operational teams .

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!