Customer Service Manager

RB Global Inc.; Northern (KY); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k plan with company match

Job summary

RB Global is seeking a Customer Service Manager to oversee auction administration and staff on sale days. You will be the primary contact for customers, ensuring timely and accurate information before, during, and after auctions.

The role emphasizes leadership, process improvement, and strong communication across departments. Candidates should have supervisory experience and a proven ability to manage high-pressure situations while maintaining integrity and service quality.

Qualifications

• 2 years of customer service experience in a related field.
• Minimum 1 year in a supervisory role.
• Strong computer skills and ability to learn new systems, data entry accuracy.
• DMV document processing experience is a plus.
• Experience with Sales Tax collection, exemption and remittance.
• Demonstrated leadership and initiative.
• Strong problem solving, organizational, and time management skills.
• Ability to work independently with minimal supervision.

Responsibilities

• Maximize sales and profitability by monitoring costs and shrink in auction administration and sale day staffing.
• Maintain exceptional customer service by monitoring and managing service levels.
• Lead by example with superior customer service and salesmanship.
• Hire, coach, and train team on customer service decisions (refunds, invoicing, owner details, complaints).
• Ensure team proficiency with RB Global computer systems, customer registration and payment requirements.
• Process DMV transfer documents, CE certificates; collect appropriate Sales Tax or exemptions; reconcile sales and accounts receivable; manage supplies.
• Act as liaison to ensure accurate reporting across the organization.
• Build and maintain relationships with customers, financial institutions, tax offices, and DMV branches.
• Set up and maintain systems used to manage auction information.
• Follow up on all customer inquiries and escalate issues to senior management.
• Perform other duties as assigned.

Skills

Customer service

Supervisory experience

Data entry

DMV process knowledge

Communication skills

Problem solving

Team collaboration

Adaptability

Tools

RBA computer 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) (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.

• 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.

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.