Customer Service Manager

About UsRB 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.  À propos de l’équipe – Opérations de cour Nous organisons chaque année des centaines de ventes aux enchères en direct à travers le monde. La réussite d'une vente aux enchères de plusieurs millions de dollars repose sur une équipe dynamique et assidue, composée de personnes occupant des postes à temps plein et à temps partiel très variés, notamment nos inspecteurs d’équipements, nos gestionnaires et opérateurs de cour, notre personnel administratif et nos représentants du service à la clientèle.Job DescriptionThe 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.ResponsibilitiesTo maximize the sales and profitability by monitoring costs and shrink associated with auction administration and sale day staffing levelsTo create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levelsActing as a role model for all team members by always employing superior customer service and salesmanship skills, and ensuring the team does the sameHire, 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 requirementsResponsible 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 suppliesAct as a liaison with all levels of the organization to ensure accurate reporting of informationBuild and maintain strong relationships with customers, financial institutions, local taxation offices, motor vehicle branches to obtain information or solve problemsMaintenance and setup of relevant systems used to maintain auction informationFollowing up on all customer inquiriesEscalate problems or issues to senior managementPerform other duties as assigned Qualifications 2 Year previous Customer service experience in a related fieldMinimum 1 year experience in a Supervisory roleStrong computer skills including the ability to learn new systems and to enter data quickly and accuratelyDMV document processing experience an assetSales Tax collection, exemption and remittance experienceDemonstrated leadership and the ability to take initiativeStrong Problem solving, organizational and time management skillsAble to set priorities and work independently with minimal supervisionPositive attitudeGood communication skills - strong on diplomacy, a patient listener, strong written communication skills, proven conflict resolution skillsTeam player, ability to relate to a diverse customer base and workforce, ability to put people at ease and the ability to easily network with othersAdaptable and willing to adjust to new ideas or changeHigh level of integrity and ethicsAbility to work in high pressure situations Ability to think on your feetStrong attention to detailA thorough understanding of Equipment specifics for data entryFamiliar with understanding contract specifics for data entry and maintaining informationKnowledgeable about local Department of Motor Vehicle (DMV) rules and regulations as they relate to the sale of Motor Vehicles