Arbitration Coordinator

Ritchie Brothers Auctioneers; Gold Coast City; On-site; AUD 65,000 - 90,000; Full time

Job summary

Ritchie Bros Auctioneers on the Gold Coast seeks a Senior Customer Care Specialist to oversee the administrative execution of customer complaints and support a smooth customer journey for IAA Buyers. The role involves coordinating with internal teams and external counsel to resolve disputes and maintain records with a focus on service excellence.

You will act as a role model for the team, ensuring knowledge of RB Global systems, and assisting with accounts receivable processes, refunds, and

Qualifications

• Relevant trade qualifications in light or heavy mechanical fields are required.
• Experience with automotive sales or servicing and customer complaint handling is highly valued.
• High proficiency with computers and data entry; ability to learn new systems quickly.

Responsibilities

• Oversee customer queries and complaints from Buyers relating to IAA Auctioned stock.
• Resolve escalated and complex buyer issues ensuring fair outcomes under Australian consumer law.
• Coordinate with internal teams and external bodies to ensure timely resolution of disputes.
• Maintain records and monitor service levels to align with company standards.
• Build relationships with customers and financial institutions to obtain information.

Skills

Customer service

Communication skills

Problem solving

Data entry

Education

Trade qualification (Light/Heavy Mechanical)

Certificate III in Automotive Sales

Certificate III or IV in Business

Tools

RB Global software

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.