Customer Service Manager

RB Global; Geelong; On-site; AUD 90,000 - 120,000; Full time

Job summary

RB Global in Geelong, Australia seeks a Customer Service Manager to lead auction administration and the customer service team on sale days and beyond. You will oversee HR for sale day operations, act as the primary contact for customers, and ensure information flows smoothly across the organization.

You will drive service levels, coach staff, manage DMV document processing, tax certificates, invoicing inquiries, and reconciliations, while building strong relationships with customers and partners

Qualifications

• 2+ years in customer service leadership or supervisory roles.
• Experience in processing DMV documents and tax certificates is an asset.
• Strong computer literacy and data entry accuracy.
• Excellent written and verbal communication; ability to handle challenging inquiries.
• Ability to work under pressure and manage multiple tasks with minimal supervision.

Responsibilities

• Oversee auction administration processes and manage HR for sale day operations.
• Serve as primary contact for customers before, during and after sale days.
• Monitor costs and staffing to maximize sales and profitability and reduce shrink.
• Coach, train and develop team in customer service, refunds, invoicing inquiries and owner details.
• Ensure systems for auction information, registrations, payments, and reporting are maintained.
• Coordinate DMV transfers, tax certificates, balances and banking duties; reconcile sales.
• Build and maintain relationships with customers, financial institutions and regulatory bodies.
• Escalate issues to senior management when necessary; follow up on inquiries.
• Perform other duties as assigned.

Skills

Leadership

Customer service

Supervisory experience

Team coaching

Communication

Problem solving

Time management

Diplomacy

Attention to detail

Networking

Job description

• 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