Customer Service Manager

Ritchie Brothers Auctioneers; Geelong; On-site; AUD 70,000 - 105,000; Full time

Job summary

Ritchie Brothers Auctioneers in Geelong VIC seeks a Customer Service Manager to lead auction administration and sales-day staffing. You will be the main customer contact, ensure accurate registrations and payments, and drive service excellence across the auction process.

You will hire and coach the team, manage invoicing inquiries and owner details, and coordinate DMV transfers and tax exemptions while maintaining strong cross-functional relations.

Qualifications

• Two years’ customer service experience in a related field.
• Minimum one year supervisory experience.
• Strong computer skills and data entry accuracy.
• DMV document processing is an asset.
• Sales tax collection, exemption and remittance experience.
• Demonstrated leadership and initiative.
• Strong problem solving, organization and time management.
• Ability to set priorities and work independently with minimal supervision.
• Excellent communication skills; diplomacy and patience.
• Team player with ability to relate to a diverse customer base.

Responsibilities

• Oversee auction administration processes and manage staff for sale day operations.
• Be the primary contact for customers before, during and after sale days.
• Monitor costs and staffing to maximize sales and profitability.
• Foster a service-oriented environment reflecting company philosophy.
• Hire, coach and train team to handle refunds, invoicing inquiries and owner details.
• Ensure team is proficient with systems, registrations and payment requirements.
• Coordinate DMV transfers, tax exemptions and balance accounts receivable.
• Maintain relationships across organization and with customers and partners.
• Escalate issues to senior management and perform other duties as assigned.

Skills

Customer service

Supervisory experience

Leadership

Communication skills

Time management

Problem solving

Teamwork

Adaptability

Attention to detail

Diplomacy

Tools

MS Office

Data entry

Job description

Ritchie Brothers Auctioneers – Geelong VIC

• The primary responsibility of the Customer Service Manager is to oversee auction administration processes and manage the human resources necessary for sale day operations. The Customer Service Manager is the primary source of contact for our customers, providing assistance and information before, during and after sale days. The Customer Service Manager is a vital link to all levels of the organization, acting as a conduit of information and ensures all auction administrative objectives are achieved.
• 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.
• 2 Year previous 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
• Sales Tax collection, exemption and remittance experience
• Demonstrated leadership and the ability to take initiative
• Strong Problem solving, organizational and time management skills
• Able to set priorities and work independently with minimal supervision
• Good communication skills - strong on diplomacy, a patient listener, strong written communication skills, proven conflict resolution skills
• Team player, ability to relate to a diverse customer base and workforce, ability to put people at ease and the ability to easily network with others
• Adaptable and willing to adjust to new ideas or change
• High level of integrity and ethics
• Ability to work in high pressure situations Ability to think on your feet
• Strong attention to detail
• A thorough understanding of Equipment specifics for data entry
• Familiar with understanding contract specifics for data entry and maintaining information
• Knowledgeable about local Department of Motor Vehicle (DMV) rules and regulations as they relate to the sale of Motor Vehicles