Senior Customer Asset Management Specialist

Ritchie Bros.; Monrovia (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401k plan with match

15 days of PTO per year

Medical, Dental, and Vision Insurances

Job summary

Ritchie Bros. is seeking a Subject Matter Expert (SME) for the Site Management team based in Monrovia, California. The SME will be the main escalation point for complex customer service situations within the Customer Asset Management team. Responsibilities include resolving issues, handling logistics, and recommending process changes. Candidates should have 3-5 years of experience in customer service or logistics and must be fluent in English. The role may require flexible scheduling and both indoor and outdoor work.

Qualifications

• 3-5 years working within a Customer Service in a Sales Support or Logistics environment.
• Professional communication skills and strong business acumen.
• Must be fluent in English, both written and verbal.

Responsibilities

• Handle escalations from Customer Asset Management team.
• Assist in projects as they come up.
• Provide recommendations on process updates/changes.

Skills

Customer Service

Communication Skills

Microsoft Office

Team Player

Logistics Understanding

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.

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

As a global company, our corporate teams support billions of dollars in equipment sales every year.

In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives. Every day your work will make a difference in the way we run our business and in the way customers interact with us.

À propos de l’équipe – Société

En tant qu'entreprise mondiale, nos équipes corporatives soutiennent chaque année des ventes d'équipements se chiffrant en milliards de dollars.

En rejoignant nos équipes de services généraux, vous contribuerez au bon fonctionnement de vos secteurs d'activité respectifs et soutiendrez l'ensemble de l'entreprise dans l’atteinte de nos objectifs principaux. Votre travail quotidien aura un impact concret sur notre façon de gérer l'entreprise et sur la relation client.

Job Description

This role serves as the Subject Matter Expert (SME) for the Site Management team. As a SME, you will be responsible for the first escalation point within the Customer Asset Management team when a Specialist has a complex situation that requires more advanced level of troubleshooting. Issues are expected to be resolved quickly, effectively and reviewed for process changes with Supervisor. This role will step in when the Supervisor is unavailable.

Responsibilities

• Apply and share on the job experience while handling escalations from Customer Asset Management team regarding pickup, relocation and abandonment processes
• Assist your Supervisor or Manager in projects as they come up
• Serve as a peer role model in reference to attendance, knowledge and problem solving
• Work with Sales Team and Consignor Point of Contact Manage off-site asset disposition pickup, relocation and abandonment processes
• Inform & enforce Terms & Conditions to customers
• Review asset situation and recommend next steps including relocation and abandonment
• Review Site Management Specialist’s escalations and determine best path for solution
• Develop innovative approaches to mediate complex logistics issues, requiring the ability to communicate clearly and directly
• Provide recommendations on process updates/changes to Supervisor
• SME for Site Management Specialist
• Present solution options to the Supervisor, Customer Asset Management and Customer Care Manager when dealing with an issue
• Coordinate with other departments to ensure customer satisfaction
• Flexible and willing to perform other tasks as assigned

Qualifications

• 3-5 years working within a Customer Service in a Sales Support or Logistics environment, complete understanding of current processes
• Computer literate and good command of Microsoft Office. Professional communication skills and strong business acumen. Team player with leadership abilities
• Highly organized and able to concurrently handle multiple tasks and projects
• Flexible schedule
• Ability to work evenings, weekends and stat holidays as required
• Must be fluent in English, both written and verbal
• Spanish and French an asset
• Work both indoors and outdoors year-round, and climb on and off large equipment and trucks