Manager, Customer Service

RB Global; Salt Lake City (UT); Hybrid; USD 70,000 - 95,000; Full time

Job summary

RB Global seeks a Manager of Customer Service General in Salt Lake City to lead the customer service team and drive excellence for all brands. The role emphasizes strategic leadership, KPI achievement, and policy development to enhance the customer experience.

The MCS will mentor supervisors, work with cross-functional teams, and oversee day-to-day operations in a hybrid office/remote environment with periodic travel for training and strategy sessions.

Qualifications

• 2-3 years in a people management role.
• Experience collaborating with cross-functional teams.
• Ability to multitask while meeting strict deadlines.
• Ability to perform under high pressure.
• Strong problem-solving skills.
• Effective conflict resolution abilities.
• Excellent verbal and written communication skills.
• Extremely organized with high attention to detail.
• Develop or modify policies targeting cost reduction, customer experience, and resource enhancements.

Responsibilities

• Provide strategic leadership for RB Global Customer Service across brands.
• Lead a team of agents and mentor the supervisor responsible for General buyer interaction.
• Develop and implement new policies to improve cost efficiency and customer experience.
• Analyze operational processes and establish escalation procedures.
• Oversee customer experience and present initiatives for service excellence.
• Collaborate with cross-functional teams to drive continuous improvement.
• Ensure KPI metrics align with corporate strategy and drive results.

Skills

People management

Cross-functional teamwork

Multitasking under deadlines

Handling high pressure

Problem solving

Conflict resolution

Verbal and written communication

Organization and attention to detail

Job 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.

• 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