Customer Service Manager

Ritchie Bros.; Alberta; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading auction firm in Canada is seeking a Customer Service Manager to oversee auction administration and manage human resources on sale days. The ideal candidate has at least 2 years of customer service experience and previous supervisory roles. Responsibilities include ensuring service quality, training team members, and maintaining strong customer relationships. The position demands strong problem-solving, organizational skills, and the ability to work in high-pressure environments. It's an opportunity to make a significant impact in customer service operations.

Qualifications

• 2 years of previous customer service experience in a related field.
• 1 year experience in a supervisory role.
• Ability to work in high-pressure situations.

Responsibilities

• Oversee auction administration processes and manage HR for sale day operations.
• Monitor and manage service levels to reflect exceptional customer service.
• Act as a role model for team members demonstrating superior customer service.

Skills

Customer service experience

Supervisory experience

Problem solving skills

Strong computer skills

Good communication skills

Team player

Job description

About Us

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

Job Description

Ritchie Bros. Auctioneers is looking for a Customer Service dynamo! 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.

Responsibilities

• 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
• Ensures team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements
• Responsible for collection of appropriate Sales Tax or Exemption Certificates required by law; Reconciling (Balancing) sale, Collection of Accounts Receivables in a timely manner; 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

Qualifications

• 2 Year previous Customer service experience in a related field
• 1 year experience in a Supervisory role
• Ability to work in high pressure situations
• Ability to think on your feet
• Strong attention to detail
• Strong ability to multi-task
• 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 an asset
• Demonstrated leadership and the ability to take initiative
• Strong Problem solving, organizational and time management skillsAble to set priorities and work independently with minimal supervision
• Positive attitude
• 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
• Familiar with understanding contract specifics for data entry and maintaining information