Customer Service Representative

Rate: PHP 31,000 - 33,000 Salary Package

OPENLANE provides sellers and buyers across the global wholesale used vehicle industry with innovative, technology-driven remarketing solutions. OPENLANE’s unique end-to-end platform supports whole car, financing, logistics and other ancillary and related services. Our online marketplaces reduce risk, improve transparency, and streamline transactions for customers in more than 80 countries.

Objective:

The OPENLANE Logistics team will develop a lean logistics network that delivers the right car to the right customer every time and on time. The Customer Service Representative develops and maintains strong customer service skills and acts as a support partner by assisting customers including individual dealers, dealer groups, institutional accounts, fleet lease, factory and consignment and others by answering questions, providing information, and troubleshooting problems via phone or email. The representative is responsible for utilizing effective tools and procedures as well as always following applicable state and federal laws to ensure workload is completed with maximum efficiency daily and in the most profitable way possible.

The Customer Service Representative acts independently but always collaborates with all departments to develop the customer experience as Fast, Fair and Easy.

Responsibilities and Duties

• Maintain excellent customer service, strong telephone support and ability to answer or research the answer to customer questions.
• Multi-task between phones, cases, reports, and web-based information
• Act as a point of contact for transportation and ensure customers receive prompt, efficient and courteous attention.
• Assist customers with tracking and tracing of shipments, handle escalated calls, and work internally with various departments to problem solve urgent/time-sensitive issues by taking ownership of all open actions
• Work with Shipping Dealers to validate the location, availability and operability of units
• Properly dispatch loads with approved carriers with correct pickup and delivery expectations
• Run aging reports to proactively seek out possible problem loads before an issue arises and update sellers and buyers as needed.
• Work with other departments to settle possible transport issues from Arbitrations or Voided Sales.
• Communicate with sublet carriers to resolve issues and at times negotiate pricing to ensure compliance with all customers, contractor, and supplier expectations.
• Assist customers in understanding the system and escalate any system issues appropriately.
• Act as the Subject Matter Expert (SME) for the dispatching system and make recommendations that improve team productivity and the customer experience
• Always promote teamwork. Set a good personal example of attitude and performance.
• Recommend new customer services and procedures to reduce network costs and improve service.
• Maintain a good flow of communication with their manager or designated supervisor and other personnel.
• Performs other duties as assigned

Qualifications:

• The candidate should have a strong academic record. College graduates or equivalent work experience to be part of our growing team.
• 2-5 years of work experience. Experience in a call center or BPO company is preferable, but not a strict requirement.
• Highly motivated, intelligent and have strong English communication skills.
• The candidate must be willing to work in a hybrid working model (two days WFH and three days in-office setup).

Please refer to job description.