Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation. For more information, please visit solera.com.
The Role
This Role is assigned to AUTOonline, a Solera solution, for the German market. AUTOonline is Europe’s largest online salvage exchange and a leading online marketing portal for used vehicles from commercial fleets. We bring together insurance companies, experts, workshops, manufacturers, fleet professionals, and recyclers on a single digital platform that simplifies the entire buying and selling process from valuation to vehicle collection. There are a lot of advantages to being the top dog, especially for our customers. With innovative products, our tried-and-tested, flexible software and a professional service team, we meet the needs of the automotive industry and create added value with our expertise.
The role reports directly into the Customer Support Manager and International Customer Support Product Lead for Autoonline and is responsible for the day-to-day management and motivation of approximately 15 team members in various countries.
Performance management is a key activity within the role ensuring that your team delivers high quality interactions using various KPIs and SLA measure to assess, monitor and improve performance. Recruiting, retaining and developing teams of data support representatives is a key requirement of the role as is the ability to communicate clearly with internal and external stakeholders at all levels within an organization.
What Your Team Will Do
Key Responsibilities:
• Processing data from motor vehicle accident reports / car expert reports
• Digitalization of data from motor vehicle accident reports / car expert reports
• Checking entries for accuracy and completeness
• Selecting and processing photos from motor vehicle accident reports / expert reports
• Anonymization of photos from motor vehicle accident reports / expert reports for data protection reasons
• Assuming responsibility for all tasks related to compliance procedures, especially data
Security
What You’ll Do
Key Responsibilities:
• Team Leadership:
o Motivate your team by setting clear objectives and expectations, providing feedback, and conducting performance reviews.
o Foster a positive team culture that encourages collaboration and knowledge-sharing.
o Organize regular team meetings to discuss performance metrics and address challenges.
• Coaching and Development:
o Identify skill gaps within the team and provide targeted training and mentorship to enhance performance.
• Customer Support Excellence:
o Oversee daily operations of the data support team, ensuring customer inquiries are handled promptly and effectively.
o Establish high standards for customer interactions and assist team members with complex data support entries.
• Collaboration and Communication:
o Serve as a liaison between the data support team and other departments to facilitate problem resolution and product enhancement.
o Share customer feedback with relevant teams to help drive product improvements.
• Performance Management:
o Monitor team performance against key metrics and implement strategies for improvement.
o Prepare regular reports on team performance for senior management, highlighting successes and areas for growth.
• Process Improvement:
o Review data support processes to increase efficiency and align with company goals.
o Propose solutions to streamline operations and enhance productivity.
What You’ll Bring
• Leadership Skills:
o 2-5 years total work experience and 1-2 years in a leadership or coordination role, demonstrating the ability to motivate a team and delivering against SLAs and KPIs.
o Strong interpersonal skills to foster a positive team culture.
• Customer-Centric Focus:
o Experience in handling customer inquiries and supporting team members.
• Collaborative Mindset:
o Ability to communicate and collaborate with cross-functional teams effectively.
• Analytical Skills:
o Familiarity with performance metrics and a track record of monitoring team performance.
• Communication Skills:
o Strong verbal and written communication skills to convey information clearly.
o Confidence in preparing performance reports for management.
• Adaptability and Problem-Solving Skills:
o Flexible mindset capable of adapting to changing priorities in a fast-paced environment.
o Strong problem-solving abilities to address team challenges.
• Language Skills:
o Very good command of German and English (both spoken and written) to communicate effectively with diverse customers and stakeholders. Spanish and any additional language is a plus.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.