Asset Management & Escalation Specialist

Ritchie Bros. Auctioneers, Inc.; Clinton (ME); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match (4%)

PTO 15 days per year

Job summary

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company, is seeking a Customer Asset Management Specialist to support offsite location assets and handle challenging customer interactions.

You will review asset status, enforce Terms & Conditions, and mediate logistics issues while coordinating with multiple departments to ensure satisfaction. Ideal candidates have 1–3 years in customer service within sales support or logistics, plus strong verbal and written communication, listening empathy,

Qualifications

• 1-3 years working within a Customer Service in a Sales Support or Logistics environment.
• Excellent verbal and written communication skills.
• Ability to listen & empathize with the customer and resolve issues.
• Develop creative solutions to ensure customer satisfaction and company reputation.

Responsibilities

• Review asset situations and recommend next steps including relocation and abandonment.
• Inform and enforce Terms & Conditions with customers.
• Escalation path for the Customer Care Core team on difficult interactions.
• Develop innovative approaches to mediate complex logistics issues with clear communication.
• Review storage charges and negotiate to entice customers to pick up assets.
• Serve as the go-to for difficult customers regarding pickup and asset site scenarios.
• Provide solution options to the Customer Care Manager when issues arise.
• Coordinate with other departments to ensure customer satisfaction.

Skills

Customer service

Verbal communication

Written communication

Logistics coordination

Job description

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company, is seeking a Customer Asset Management Specialist to support offsite location assets and handle challenging customer interactions.

You will review asset status, enforce Terms & Conditions, and mediate logistics issues while coordinating with multiple departments to ensure satisfaction. Ideal candidates have 1–3 years in customer service within sales support or logistics, plus strong verbal and written communication, listening empathy,