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 cutting-edge 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.

About The Team
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 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

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📌 Customer Service Manager (British Columbia)
🏢 Ritchie Bros.
📍 British Columbia