Team Lead Commercial Accounts Representative - Operations

OPENLANE; Airdrie; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision benefits

RRSP with company match

Paid vacation, personal, and sick time

Tuition reimbursement

Hybrid work environment

Disability and life insurance

Job summary

OPENLANE in Canada is seeking a Team Lead Commercial Account Rep (Hybrid) to efficiently manage the inventory and sale of vehicles through OPENLANE’s platforms. You will handle customer inquiries, drive operations compliance, supervise quality assurance, resolve bottlenecks, and oversee the repossession redemption process.

You will lead a team, coordinate with cross-functional stakeholders, and ensure SLAs are met while maintaining high customer satisfaction.

Qualifications

• Must have 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.
• Excellent communication and teamwork abilities.

Responsibilities

• Oversee inventory and sale of vehicles while generating reports from computerized systems.
• Ensure sales vehicles meet account specs and enforce client SLAs.
• Maintain real-time service levels and identify operational bottlenecks.
• Conduct regular team meetings to provide feedback and coaching.
• Coordinate with Commercial Account Reps, operations, and sales daily.

Skills

Detail-Oriented

Customer-Focused

Adaptable

Proactive

Collaborative

Driven

Education

High School diploma

Tools

Microsoft Office

Inventory tracking software

Reporting systems

Job description

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.