Overview

At Otolane, we are passionate about revolutionizing the automotive trading landscape. As a trusted leader in the industry, we specialize in providing a state-of-the-art platform tailored exclusively for dealers. With an unwavering commitment to excellence, we offer a comprehensive range of services that empower dealers to thrive and succeed in today's competitive market.

Otolane provides a comprehensive online wholesale marketplace solution where clients can buy and sell pre-owned vehicles instantly and in a cost-effective manner. This one-stop automotive solution provides clients the ability to conveniently transact anytime and anywhere with a large network of potential buyers and sellers. In addition to its core marketplace business, Otolane offers access to key ancillary services such as transportation, post-sale inspections, arbitration support and more. For more info, please visit https://www.otolane.com/.

Who We Are Looking For

Otolane is seeking an Arbitration Manager to manage customer claims and disputes with professionalism and efficiency. The ideal candidate will have a strong background in automotive mechanics, dispute resolution, digital auctions and be skilled in negotiation and conflict resolution. This role requires excellent communication, attention to detail, and the ability to facilitate fair and timely resolutions between buyers and sellers. Proficiency with digital tools and industry-specific software is a plus. If you thrive in a fast-paced environment and have a passion for customer service and problem-solving, we’d love to hear from you!

What you will be doing

• Keep detailed records of customer claims and complaints.

• Coordinate vehicle inspections and diagnostics based on reported issues, seeking second opinions when necessary.

• Collect all necessary details to support negotiations between buyers and sellers.

• Keep customers informed about the status and timeline of arbitration cases.

• Monitor industry trends, including competitor policies and changes to arbitration regulations (e.g., NAAA policies).

• Have in-depth knowledge of auction arbitration policies and guide customers through the process.

• Stay up to date on laws related to the sale of goods and motor vehicle dealer regulations across different provinces.

• Work toward fair resolutions by negotiating repairs or price adjustments to finalize sales and minimize cancellations.

• Handle disputes related to vehicle registration, liens, and odometer discrepancies.

• Maintain thorough and organized records of claims, complaints, and resolutions.

• Collaborate with the sales team to ensure smooth communication and customer support.

• Take on additional tasks as assigned by management.

What you will need

• High school diploma required; a bachelor’s degree is preferred.

• 1-3 years of experience in automotive, mechanical work, or a body shop; experience in dispute resolution is a plus.

• Familiarity with vehicle brands, mechanical components, and structural aspects.

• Excellent verbal and written communication abilities.

• Exceptional customer service and conflict resolution skills.

• Fluency in English required, French is a plus.

• Strong report-writing and documentation skills.

• Familiarity with CRM software and Google workspace is a plus.

• Strong organizational and time management skills.

Otolane is an open and inclusive environment that values diversity and invests in the skills and growth of all our team members. We are non-traditional career path friendly, valuing the individual and their skills over the credentials they carry. Otolane welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.