Manager, Customer Service

Ritchie Bros.; Hamlet of Clairmont; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in asset management and disposition seeks a Customer Service Manager to enhance auction administration and oversee human resources. The role emphasizes exceptional customer service, team training, and efficient operations on sale days. Ideal candidates will have robust supervisory skills and experience in a customer-focused environment.

Qualifications

• Minimum 2 years of customer service experience in a related field.
• At least 1 year of supervisory experience.
• Proficiency in computer systems and ability to learn new software.

Responsibilities

• Oversee auction administration processes and manage human resources for sale day operations.
• Create an environment that reflects commitment to exceptional customer service.
• Hire, coach, and train team members on customer service decision-making.

Skills

Customer service experience

Supervisory experience

Problem-solving

Communication skills

Attention to detail

Job description

About Us

Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks, and other assets across various industries including construction, transportation, agriculture, energy, oil and gas, mining, and forestry. Our mission is to create compelling business solutions for the world's builders to easily and confidently exchange equipment. Learn more about us at: https://www.ritchiebros.com/

About The Team

As a global company, our corporate teams support billions of dollars in equipment sales annually. Joining our corporate services teams means ensuring the smooth operation of our business in your respective verticals and supporting our overall objectives. Your work will impact how we run our business and how customers interact with us daily.

Job Description

Ritchie Bros. Auctioneers is seeking a Customer Service Manager to oversee auction administration processes and manage human resources for sale day operations. This role serves as the primary contact for our customers, providing assistance and information before, during, and after sale days. The Customer Service Manager acts as a vital link within the organization, ensuring all auction administrative objectives are met.

Responsibilities

1. Create an environment that reflects our commitment to exceptional customer service by monitoring and managing service levels.
2. Model superior customer service and salesmanship skills, encouraging the team to do the same.
3. Hire, coach, and train team members on customer service decision-making.
4. Ensure team proficiency with RBA computer systems, customer registration, and payment requirements.
5. Handle collection of sales tax or exemption certificates, reconcile sales, and manage accounts receivable in a timely manner. Coordinate the ordering of auction supplies.
6. Act as a liaison across organizational levels to ensure accurate reporting of information.
7. Build and maintain strong relationships with customers, financial institutions, local taxation offices, and motor vehicle agencies to resolve issues.
8. Maintain and set up relevant systems for auction information management.
9. Follow up on all customer inquiries.
10. Escalate problems or issues to senior management as needed.

Qualifications

• Minimum 2 years of customer service experience in a related field.
• At least 1 year of supervisory experience.
• Ability to work effectively under pressure and think quickly.
• Strong attention to detail and multi-tasking skills.
• Proficiency in computer systems, with the ability to learn new software quickly and accurately.
• Experience with DMV document processing is an asset.
• Experience with sales tax collection, exemption, and remittance.
• Demonstrated leadership and initiative.
• Excellent problem-solving, organizational, and time management skills.
• Ability to work independently with minimal supervision.
• Positive attitude and strong communication skills, including diplomacy, patience, and conflict resolution.
• Team-oriented with the ability to relate to diverse customers and colleagues, network easily, and put people at ease.
• Adaptability and openness to change.
• High integrity and ethical standards.
• Understanding of contract specifics related to data entry and information management.
• Knowledge of DMV rules and regulations related to motor vehicle sales.