Customer Asset Management Specialist

Ritchie Bros.; Monrovia (CA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with match

Paid time off

Job summary

RB Global is seeking a Customer Asset Management Specialist to support offsite location assets and handle challenging customer interactions. You will review asset status, propose next steps, and ensure adherence to Terms & Conditions while coordinating with multiple departments.

The role emphasizes mediation of complex logistics issues, clear communication, and proactive problem solving to maintain customer satisfaction and protect the company’s reputation.

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 and empathize with customers to resolve issues.
• Develop creative solutions to ensure customer satisfaction and company reputation.

Responsibilities

• Review asset situation and recommend next steps including relocation and abandonment.
• Informing and enforcing the Terms & Conditions to customers.
• Act as escalation path for Customer Care Core team handling challenging interactions with customers.
• Develop innovative approaches to mediate complex logistics issues, with clear communication.
• Review storage charges per Terms and Conditions and negotiate to entice customers to pick up assets.
• Be the Customer Care’s core team’s go-to for difficult customers regarding pickup and asset site scenarios.
• Provide solution options to the Customer Care Manager when dealing with an issue.
• Coordinate with other departments to ensure customer satisfaction.
• Perform other duties as assigned.

Skills

Customer service

Logistics coordination

Communication skills

Empathy

Job description

About Us

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.

RB Global’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.

• RB Global full-time employees are offered medical, dental, vision, and basic life insurances.
• Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed.
• Employees will also receive 15 days of PTO each year.

Job Description

The Customer Asset Management Specialist is responsible for offsite location asset support. In addition, this role will also handle the more challenging interactions with customers.

Responsibilities

• Responsible for review of asset situation and recommend next steps including relocation and abandonment
• Accountable for informing & and enforcing the Terms & Conditions to customers
• Position is the escalation path for Customer Care Core team challenging customer interactions
• Develop innovative approaches to mediate complex logistics issues, requiring the ability to communicate clearly and directly
• Review storage charges per Terms and Conditions and negotiate to entice customer to pick up assets
• Be the Customer Care’s core team’s go to for difficult customers regarding pickup and asset site scenarios
• Provide solution options to the Customer Care Manager when dealing with an issue
• Coordinate with other departments to ensure customer satisfaction
• Perform other duties as assigned

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, working with them to try to resolve any issues
• Develop creative solutions and processes to ensure customer satisfaction and company reputation