Customer Care

Acquire Intelligence; Pasig; On-site; PHP 180,000 - 280,000; Full time

Job summary

Acquire Intelligence is seeking an outgoing Outsource Role – Auction Operations associate in the Philippines to support high-volume, repeatable, customer-facing tasks across auction operations. You will coordinate buyer pickups, update systems, and communicate with internal and external stakeholders to ensure smooth processes.

Familiarity with Ritchie Bros. auction platforms, Salesforce, IP Admin, and VeriTread is helpful.

Qualifications

• Experience in high-volume, repeatable, customer-facing tasks within logistics or auction operations.
• Familiarity with Salesforce or similar CRM and IP Admin systems.
• Comfort working with multiple logistics tools and platforms.

Responsibilities

• Schedule Buyer Pickups for various auction types and coordinate through appropriate tools within SLA.
• Update item status in IP Admin within 4 hours of buyer notification; escalate when needed.
• Notify buyers of address/site corrections and confirm details with CAM Core Agent; escalate if unresolved in 48 hours.
• Collect and forward site access agreements; forward signed forms to the site POC within 2 hours.
• Proactively confirm pickup status with site contacts and buyers; update systems accordingly.

Skills

Auction operations

Tools

Salesforce

IP Admin

VeriTread

Ritchie Bros platforms

Job description

Outsource Role – Auction Operations

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The Outsource role is responsible for carrying out high-volume, repeatable, customer-facing and system-driven tasks that support auction operations. This position plays a critical part in ensuring smooth buyer pickup coordination, timely system updates, and clear communication with internal and external stakeholders.

Success in this role requires familiarity with Ritchie Bros. auction platforms, systems such as Salesforce and IP Admin, and logistics tools like VeriTread. Strong attention to detail, disciplined adherence to Standard Operating Procedures (SOPs), and consistent delivery against Service Level Agreements (SLAs) are essential.

Key Responsibilities

• Schedule Pickups – Coordinate buyer pickups based on auction type. For RBA live auctions, direct buyers to Simplybook.me. For online auctions (IP, TP, SS), schedule through the VeriTread CAM tool. Some sites, such as mine locations, may require manual support. Requests must be processed within 2 hours.

• Update Item Status to Picked Up (Reactive) – Update item status in IP Admin once buyers notify of pickup. Some cases may require escalation to the SN team for support. Updates must be completed within 4 hours of notification.

• Address/Site POC Corrections – Notify buyers of corrections and confirm details with internal contacts (e.g., CAM Core Agent). If not resolved within 48 hours, elevate by submitting RTS. Initial responses must be sent within 24 hours.

• Collect and Forward Site Access Agreements – Send buyers site access forms as needed. Once received, forward signed agreements to the site point of contact within 2 hours.

• Proactively Confirm Pickup Status – Reach out to site points of contact and buyers to confirm pickup status, then update systems accordingly.

This role is well-suited for individuals who thrive in a fast-paced environment, can manage multiple priorities, and are comfortable working with various systems to ensure seamless auction operations.