Arbitration Coordinator

RB Global; Gold Coast City; On-site; AUD 65,000 - 90,000; Full time

Job summary

RB Global on the Gold Coast is seeking a Senior Customer Care Specialist / Arbitration Coordinator to support administrative execution of customer complaints and ensure a smooth journey for IAA Buyers.

In this role you will decide in the manager's absence, coordinate with internal legal counsel and external regulatory bodies, and work with senior leadership to apply fair compensation policies while continuously improving arbitration processes and records.

Qualifications

• Relevant trade qualification in light or heavy mechanical field.
• Certificate III in Automotive Sales or higher.
• Strong written and verbal communication skills.
• Ability to work under pressure and think on your feet.
• Experience with customer complaint management and automotive sector.
• Knowledge of Australian consumer law is desirable.

Responsibilities

• Oversee and resolve buyer queries/complaints relating to IAA Auctioned stock.
• Coordinate with internal teams and external bodies to ensure fair resolution.
• Develop consistent application of compensation for fairness.
• Maintain records and improve arbitration processes.
• Build relationships with customers, financial institutions, and agencies.
• Escalate issues to senior management.
• Assist with accounts receivable collection and refunds/credits.
• Ensure high standard of customer service as a role model.
• Keep team knowledgeable on RB Global systems.
• Follow up on inquiries and ensure timely resolution.

Skills

Customer service

Conflict resolution

Communication skills

Legal/regulatory awareness

Data entry/computer skills

Negotiation

Education

Certificate III in Automotive Sales

Certificate III or IV in Business

Tools

CRM software

MS Office

Job description

This role supports the administrative execution of customer complaints and supports a smooth customer journey for IAA Buyers. As a Senior Customer Care Specialist, you will step in and make decisions when your manager is not available.

They may also be required to work with internal legal counsel, and external regulatory bodies to ensure resolution of customer complaints. As such, the Arbitration Coordinator is expected to coordinate both with internal and external resources.

• Oversee the queries/complaints raised by Buyers relating to IAA Auctioned stock
• Support the business and the buyers with timely and fair resolution of complex buyer queries/complaints relating to assets sold
• In conjunction with the senior leadership team develop consistent application of compensation for fairness for all buyers
• Continuous improvement to existing arbitration process and maintain appropriate records
• Resolve escalated and challenging buyer questions, complaints, and requests
• To create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels
• Acting as a role model for all team members by always employing superior customer service
• Ensures team is knowledgeable and skilled with RB Global computer systems, customer registration and payment requirements
• Supporting collection of Accounts Receivables in a timely manner and banking duties particularly in relation to refunds/credits
• Act as a liaison with all levels of the organization to ensure accurate reporting of information
• Build and maintain strong relationships with customers, financial institutions, local taxation offices, motor vehicle branches to obtain information or solve problems
• Following up on all customer inquiries
• Escalate problems or issues to senior management
• Perform other duties as assigned
• Relevant Trade Qualified within Light or Heavy Mechanical Field
• Certificate III in Automotive Sales
• Certificate III or IV in Business
• Excellent written and verbal communication skills
• High level computer skills, including the ability to master new systems and enter data quickly and accurately
• Experience in parts sales, motor vehicle servicing/repairs, customer complaint management would be highly valued
• Ability to work in high pressure situations Ability to think on your feet
• Experience managing complex customer issues within the automotive space including cost disputes, negotiating outcomes warranty and policy issues against Australian consumer laws.