Arbitration Coordinator

RB Global Inc.; Queensland; On-site; AUD 70,000 - 90,000; Full time

Job summary

RB Global Inc. in Australia is seeking a Senior Customer Care Specialist to oversee arbitration and resolve complex buyer complaints for IAA Auctioned stock. You will coordinate with internal leaders and external bodies to ensure fair outcomes under Australian consumer laws.

The role requires experience in automotive sales, strong communication, and data entry skills, with a capability to operate under pressure and drive customer service excellence.

Qualifications

• They must be a relevant trade qualified within light or heavy mechanical field.
• Certificate III in Automotive Sales is required or highly valued.
• Certificate III or IV in Business is preferred.
• Excellent written and verbal communication skills are essential.
• High level computer skills and data entry accuracy are required.
• Experience in parts sales and motor vehicle servicing/repairs is valued.
• Ability to work under pressure and manage complex customer issues within Australian consumer laws.

Responsibilities

• Oversee queries/complaints raised by Buyers relating to IAA Auctioned stock.
• Support timely and fair resolution of complex buyer queries/complaints related to assets sold.
• Develop consistent compensation practices for fairness for all buyers with senior leadership.
• Improve arbitration processes and maintain records.
• Resolve escalated buyer questions, complaints and requests.
• Maintain service levels and model exceptional customer service.
• Serve as a role model for the team in customer service excellence.
• Ensure RB Global systems knowledge for customer registration and payments.
• Support collection of Accounts Receivable and refunds/credits where needed.
• Coordinate with all levels of the organization for accurate reporting.
• Build relationships with customers, financial institutions and regulatory bodies to solve problems.
• Follow up on all customer inquiries and escalate to senior management when needed.
• Perform other duties as assigned.

Skills

Customer service

Data entry

Communication

Negotiation

Problem solving

Education

Certificate III in Automotive Sales

Certificate III or IV in Business

Job description

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.

Qualifications

• 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.

Responsibilities

• 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

EEO Information

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition.