Customer Service Manager

Ritchie Bros.; Chilliwack; On-site; CAD 55,000 - 85,000; Full time

Job summary

Ritchie Bros. in British Columbia is seeking a Customer Service Manager to oversee auction administration and lead sale-day operations. You will be the primary contact for customers, providing assistance and information before, during and after sale days.

The role requires strong leadership, data-entry accuracy and a focus on exceptional customer service. This on-site position offers exposure to multi-million dollar auctions, DMV-related processing, and cross-functional collaboration with teams

Qualifications

• 2 years of customer service experience.
• Minimum 1 year supervisory experience.
• Strong computer skills and data entry accuracy.
• DMV document processing experience is an asset.
• Sales tax collection/remittance experience.

Responsibilities

• Maximize efficiency of auction administration and sale-day staffing to protect margins.
• Maintain service levels and reflect the company’s commitment to exceptional customer service.
• Guide and coach team members in decision-making for refunds, invoicing inquiries, owner details and complaints.
• Ensure team is proficient with RBA systems and customer registration requirements.
• Coordinate DMV/vehicle-related documentation and tax exemptions as required by law.
• Report information accurately and liaise with all levels of the organization.
• Build strong relationships with customers and financial institutions to resolve issues.
• Maintain auction information systems and respond to customer inquiries promptly.
• Escalate problems to senior management as needed.

Skills

Customer service

Supervisory experience

Team leadership

Data entry

DMV knowledge

Communication skills

Tools

CRM software

MS Office

Job description

About Us

RB Global (NYSE: RBA)

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.

About The Team

We conduct hundreds of live auctions each year around the world. It takes a hardworking team of energetic people in a wide variety of full-time and part-time roles to conduct a successful multi-million dollar auction – from equipment inspectors, yard managers and operators to administrative staff and customer service representatives.

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.

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

Qualifications

• 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
• 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
• 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