Manager, Customer Service

RB Global Inc.; Salt Lake City (UT); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k with company match

15 days PTO

Job summary

RB Global Inc. is seeking a Manager of Customer Service General to lead the customer service team across brands. The role guides policies, analyzes processes and drives initiatives that improve the customer experience and achieve KPIs. It includes coaching the Supervisor and handling escalations to ensure strong department performance.

The position emphasizes strategic planning, budget oversight, and collaboration with cross-functional teams to deliver excellence in service delivery.

Qualifications

• 2–3 years in a people management role.
• Experience working with cross functional teams.
• Ability to multitask under strict deadlines.
• Ability to execute in high pressure situations.
• Strong problem-solving skills.
• Effective conflict resolution.
• Excellent verbal and written communication skills.
• Extremely organized with high attention to detail.
• Develop new policies or modify existing ones to reduce costs and enhance customer experience.
• Office and/or remote work environment.
• Travel 3–4 times per year for training and strategy sessions.

Responsibilities

• Ensures strategic business goals are communicated, understood and executed by the team.
• Oversees performance management and direction for the Supervisor and team.
• Manages 2nd level escalations from internal and external customers.
• Creates and monitors the annual departmental budget and adjusts as needed.
• Reviews processes and analyzes data to deliver best-in-class service.
• Cascades corporate projects and acts as SME for Customer Care initiatives.
• Performs other duties as assigned.

Skills

People management

Cross-functional teamwork

Multitasking under deadlines

High pressure execution

Problem solving

Conflict resolution

Verbal and written communication

Organization and attention to detail

Policy development/ modification

Office/remote work environment

Travel for training/meetings

Job description

Description

The Manager of Customer Service General is responsible for the strategic leadership and direction for all brands within the RB Global Customer Service team. The MCS is responsible for all methods of communication and achieving KPI metrics that align with the corporate strategy. The MCS will lead a team of agents and mentor their supervisor who oversees the day-to-day operations for General buyer interaction. The MCS will support, guide & develop the Supervisor to ensure effective & efficient department operations and to build a strong bench strength within the team. The MCS will analyze operational processes, establish escalation procedures and oversee the customer experience as well as present new initiatives that will drive customer service excellence.

Qualifications

• 2-3 years in a people management role
• 2 Experience working with cross functional teams
• Ability to multitask while meeting strict deadlines
• Ability to execute in high pressure situations
• Strong problem-solving skills
• Effective conflict resolution
• Excellent verbal and written communication skills
• Must be extremely organized with a high degree of attention to detail
• Develop new policies or modify existing ones, targeting cost reduction, customer experience and resource enhancements-3 years customer service and/or operational support
• Office and/or remote work environment.
• Travel 3-4 times a year, as required for training, face to face meetings, and strategy sessions

Responsibilities

• Ensures strategic business goals are communicated, understood and executed by the entire team
• Oversees the performance management, career development and direction for the Supervisor and indirectly the entire team
• Manages & handles 2nd level escalations from both internal and external customers
• Creates & monitors the annual departmental budget, reviewing on a monthly basis to ensure we remain on target. Determining necessary corrective action as necessary.
• Reviews departmental processes and analyzes data to ensure best in class service is being delivered
• Cascades & champions corporate strategic projects and acts as a SME for all initiatives related to Customer Care
• 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. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.