Customer Service Manager (Bilingual)

RB Global (NYSE: 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 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., IAA, Rouse Services, SmartEquip, Xcira, and Veritread.

About the team

Yard Operations conducts 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.

Responsibilities

• Maximize 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
• Act 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)
• Ensure team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements
• Process DMV transfer documents, CE certificates (Europe); collect appropriate Sales Tax or Exemption Certificates required by law
• Reconcile (balance) sale, collect Accounts Receivables in a timely manner and perform banking duties
• 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
• Maintain and set up relevant systems used to maintain auction information
• Follow up on all customer inquiries
• Escalate problems or issues to senior management
• Perform other duties as assigned

Requirements

• 2 years 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
• 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
• Fluent in Spanish and English

Benefits

• Medical, dental, and vision insurance
• Basic life insurance
• 401k plan with 100% company match for the first 4% contributed
• 15 days of PTO each year