Customer Service Manager (Bilingual)

Ritchie Bros.; Davenport (FL); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Basic life insurance

401k plan with company match

PTO 15 days

Job summary

RB Global in Davenport, FL is seeking a Customer Service Manager for Yard Operations. You will oversee auction administration processes and coordinate the human resources needed for sale-day operations, serving as the primary contact for customers before, during, and after auctions.

You will lead a team dedicated to outstanding customer service, hire and train staff, manage DMV-related processes, and ensure accurate reporting across the organization. Fluency in Spanish and English is valued.

Qualifications

• 2 Year prior Customer service experience in a related field.
• Minimum 1 year supervisory experience.
• Strong computer skills and data entry speed and accuracy.
• DMV document processing experience is an asset.
• Sales Tax collection, exemption and remittance experience.
• Proven leadership and initiative.
• Strong problem solving, organization and time management skills.
• Ability to set priorities and work independently with minimal supervision.
• Excellent communication: diplomacy, listening, and conflict resolution.
• Team player with ability to relate to diverse customers and workforce.

Responsibilities

• Maximize sales and profitability by monitoring costs and staffing levels.
• Maintain exceptional customer service by monitoring service levels.
• Lead by example to deliver superior customer service and salesmanship.
• Hire, coach and train staff on customer service decisions (refunds, invoicing, etc.).
• Ensure team proficiency with RBA computer systems and registration/payment requirements.
• Process DMV transfer documents and related tax/exemption certificates.
• Balance sales accounts and manage banking duties; coordinate auction supplies.
• Liaise with all levels to ensure accurate reporting of information.
• Build relationships with customers, banks, and local authorities; resolve problems.
• Maintain and update auction information systems and respond to inquiries.
• Escalate issues to senior management and perform other duties as assigned.

Skills

Leadership

Customer service

Communication

Data entry

Problem solving

Bilingual (Spanish)

Tools

RBA computer systems

Job description

About Us

RB Global (NYSE: RBA)

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.

About The Team

About the team - Yard Operations

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.

Job 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.

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

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 specifications 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
• Fluent in Spanish and English