About the Role:
This position manages the daily operations of the Arbitration Department, including scheduling, directing work assignments and management of team performance, client escalation and ensuring timely and successful resolution of arbitration claims between buyer and seller in accordance with Auction policies.
Schedule and manage arbitration team. Direct the work by determining work procedures, expediting the workflow, assigning duties and examining work for accuracy and conformance to policies and procedures.
Maintain a thorough working knowledge of national and local auction policies.
Prior to accepting a complaint into arbitration, verify that it meets Manheim's National Arbitration Policies, NAAA guidelines, as well as local guidelines in terms of both time and substance. Additionally, ensure the complaint falls within any special Fleet or Factory account guidelines as applicable.
Mediate dispute and negotiate repair and/or pricing of disputed vehicles in order to arrive at a mutually acceptable solution and in an effort to keep vehicles sold.
Receive all arbitration claims regardless of selling channel (In-lane, online, Simulcast, OVE, MUVIT) and input all claims into the appropriate system.
Research and negotiate all valid arbitration claims in their entirety to successful completion.
Ensure all buyers and sellers are informed on the process, cost and timing for completion of the claims process
Ensure all parties are notified (buyer and seller) immediately of a qualified pending arbitration claim. In the event a claim may not be resolved in a timely manner then the buyer and seller must be contacted daily until resolution is complete.
Have vehicles inspected to determine validity of claimed damage/or repairs, if any and authorize second opinion if necessary.
Interface with all departments involved in the complaint including the fact finding and investigative phases.
Resolve after-sale problems, such as issues with title, mileage, frame damage, etc.
Monitor and maintain accurate files for each arbitration case and interact with Auction sales personnel regarding information on vehicle sales.
Act as a liaison with federal and state authorities regarding odometer rollbacks, salvage vehicles, etc.
Perform a follow-up investigation on arbitration issues and make recommendations to general management.
Counsel and Discipline employees as necessary. Plan, Monitor and evaluate job performance and conduct performance appraisals.
Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.
Maintain and develop arbitration staff and their professional and technical knowledge by recruiting, selecting, orienting, and training employees.
Effectively leads the team at the location by setting an example in behavior, championing Cox/Manheim values and ensuring that all employees are treated with respect.
Perform other duties as assigned by manager.
High School Diploma or equivalent required. Bachelor's degree preferred.
ASE certification, estimating preferred.
Minimum of 3 to 5 years of automotive, mechanical or body shop experience with complaint recording and resolution preferred.
Valid Driver's License and safe driving record required.
Strong verbal and written communication skills required.
Effective report writing and composition skills preferred.
Competent management and organizational skills required.
Working knowledge of federal and provincial laws regarding arbitration of vehicles.
Regularly required to stand, walk, reach, talk and hear.
What we offer:
Full time employment with one of the global leaders in automotive remarketing realm
5 weeks paid vacation per year
Generous Insurance plan paid by Cox Automotive Canada (medical, dental, life, disability).
RRSP contribution plan
Venngo Discount programs
Fast paced, multicultural work environment
Career pathing – opportunity for development and advancement within Cox Automotive family of companies
Opportunity for involvement with local communities though company sponsored volunteering program
Cox Automotive Canada was named one of Greater Toronto's Top Employers
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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