Customer Service Manager

RB Global Inc.; North Battleford; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

RB Global is seeking a Customer Service Manager to oversee auction administration and manage staff for sale day operations. You will be the primary contact for customers, providing information before, during and after sale days, while ensuring accurate data entry and compliance with DMV and tax requirements.

This role emphasizes leadership, process improvement, and teamwork across departments. You will hire, train, and coach the team, monitor service levels, and act as a liaison to ensure

Qualifications

• 2 year customer service experience in a related field.
• Minimum 1 year supervisory experience.
• Strong computer skills; quick data entry and learning new systems.
• DMV document processing experience is an asset.
• Sales Tax collection, exemption and remittance experience.
• Demonstrated leadership and initiative.
• Strong problem solving, organizational, and time management skills.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication; diplomacy and conflict resolution.
• Team player with diverse customer base and workforce.

Responsibilities

• Maximize sales and profitability by monitoring costs and staffing levels.
• Create an environment reflecting exceptional customer service by monitoring service levels.
• Model superior customer service and salesmanship; guide the team.
• Hire, coach and train team on customer service decisions (refunds, invoicing, owner details).
• Ensure team is knowledgeable with RB A computer systems and payment requirements.
• Process DMV transfer documents and tax/exemption certificates; manage accounts receivable and banking duties.
• Coordinate ordering of auction supplies.
• Liaise with all levels of the organization for accurate reporting.
• Build relationships with customers, financial institutions, local tax offices, motor vehicle branches.
• Maintain and set up systems to manage auction information.
• Follow up on customer inquiries.
• Escalate issues to senior management.
• Perform other duties as assigned.

Skills

Customer service

Supervisory experience

Data entry

DMV rules knowledge

Tax knowledge

Communication skills

Problem solving

Team leadership

Attention to detail

Adaptability

Tools

RBA computer systems

Data entry systems

Job description

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.

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

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.

Employer

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.

Recruiting Organization

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.

EEO Information

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.