Customer Service Manager

Ritchie Bros.
September 21, 2022
Longmont, CO
Job Type


A growing global company. Endless career and development opportunities.

When you join Ritchie Bros., you'll be part of a diverse, global team that's focused on delivering great customer experiences. Our culture is centered around people and guided by our core values of Integrity, Unity and Vision. Learn more about our culture and commitment to diversity and inclusion at Candidate Portal.

If you have an entrepreneurial spirit and are passionate about making a difference, we invite you to join our growing team. Whether you're out in the field or back at your office, you'll be helping us achieve our vision of becoming the trusted global marketplace for insights, services and transaction solutions for commercial assets.

We're looking for a Customer Service Manager in Denver, Colorado or Salt Lake City, Utah

The Opportunity:

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 CSM is the primary source of contact for our customers, providing assistance and information before, during and after sale days. The CSM is a vital link to all levels of the organization, acting as a conduit of information and ensures all auction administrative objectives are achieved.

In this role you'll:

* Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.

* Maximize the sales and profitability by monitoring costs and shrink associated with auction administration and sale day staffing levels.

* Create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels.

* Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.

Here's what you bring:

* High School Diploma

* Post-Secondary Education

* 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

* Have the desire to help others learn, someone who takes responsibility to coach and mentor others

* 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.

This job will require you to:

* Act as a role model for all team members by employing superior customer service and salesmanship skills at all times, and ensuring the team does the same.

* Recruit, hire and train Customer Service Representatives for sale day.

* Continuously train and coach the team on how to improve or develop their customer service skills by providing factual and objective feedback.

* Coach the team on how to make appropriate decisions regarding customer service (i.e. refunds, invoicing inquiries, owner details and complaints).

* Follow up on all customer inquiries.

* Hire and train Customer Service Representatives for sale day activities.

* Ensure that team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements.

* 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.

* Maintain and setup relevant systems used to maintain auction information .

* Process DMV transfer documents, CE certificates (Europe).

* Collect appropriate Sales Tax or Exemption Certificates required by law.

* Reconcile (Balance) sale, Collection of Accounts Receivables in a timely manner and banking duties.

* Escalate problems or issues to senior management.

* Manage and coordinate the ordering of auction supplies.

What We Offer:

Our success is built on the drive and dedication of our people. As we grow around the globe, there will be many opportunities to advance your career - we've proven this throughout our 60 years in business. And, we'll take care of you along the way. Here's how:

* Base salary paid overtime

* Comprehensive medical and dental benefits

* 401(K) and an Employee Share Plan, both with company match

* Ongoing training, professional development and tuition reimbursement.

Ritchie Bros. has grown from a small-town auctioneer to a global asset management and disposition company. Through our family of companies, we help our customers buy and sell a wide range of used and unused equipment for construction, mining, transportation, agriculture, oil & gas, lifting & material handling, forestry & other industries.

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. No agency calls, please.

If you required any accommodations, please send an email to: [Click Here to Email Your Resumé].


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