Auction Operations & Customer Experience Lead

RB Global Inc.; Geelong; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Ritchie Bros. in Geelong, Australia seeks a Customer Service Manager to oversee auction administration and the HR needs for sale-day operations. This role serves as the primary contact for customers, ensuring service levels meet company standards and sales objectives.

The position requires 2 years in customer service with at least 1 year in supervision, plus strong data entry, problem-solving and communication skills, and familiarity with DMV processes. On-site role with growth opportunities.

Qualifications

• 2 years of customer service experience in a related field.
• Minimum 1 year experience in a supervisory role.
• Strong computer skills including the ability to learn new systems and to enter data quickly and accurately.
• DMV document processing experience an asset.
• Knowledge of local DMV rules and regulations as they relate to vehicle sales.

Responsibilities

• To maximize the sales and profitability by monitoring costs and shrink associated with auction administration and sale day staffing levels.
• 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 and salesmanship skills, and ensuring the team does the same.
• Hire, coach and train team on how to make appropriate decisions regarding customer service (i.e. refunds, invoicing inquiries, owner details and complaints).
• Ensures team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements.
• Responsible for processing of DMV transfer documents, CE certificates (Europe); Collection of appropriate Sales Tax or Exemption Certificates required by law; Reconciling (Balancing) sale, Collection of Accounts Receivables in a timely manner and banking duties and; Manage and coordinate the ordering of auction supplies.
• 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.
• Maintenance and setup of relevant systems used to maintain auction information
• Following up on all customer inquiries
• Escalate problems or issues to senior management
• Perform other duties as assigned.

Skills

Customer service experience

Supervisory experience

Leadership

Communication skills

Data entry

Problem solving

Team player

High-pressure work

Tools

RBA systems

MS Office

Job description

Ritchie Bros. in Geelong, Australia seeks a Customer Service Manager to oversee auction administration and the HR needs for sale-day operations. This role serves as the primary contact for customers, ensuring service levels meet company standards and sales objectives.

The position requires 2 years in customer service with at least 1 year in supervision, plus strong data entry, problem-solving and communication skills, and familiarity with DMV processes. On-site role with growth opportunities.