Manager, Customer Service - Regina, Saskatchewan, Canada (# 1533)

À propos de nous

Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets in numerous industries including construction, transportation, agriculture, energy, oil and gas, mining, and forestry. Our mission is to create compelling business solutions for the world's builders to easily and confidently exchange equipment. Learn more about us at: https://www.ritchiebros.com/ 

À propos de l'équipe

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.  

Description du poste

The Manager, Customer Service is responsible for the strategic leadership and direction for all brands within the RB Global Customer Service team. The MCS is responsible for all methods of communication and achieving KPI metrics that align with the corporate strategy. The MCS will lead a team of agents, and will support, guide & develop the agents to ensure effective & efficient department operations and to build a strong bench strength within the team. The MCS will analyze operational processes, establish escalation procedures and oversee the customer experience as well as present new initiatives that will drive customer service excellence.

Responsabilités

• Plan and execute the four annual auctions held at our location. 
• Responsible for all data entry, event planning and organization of schedules. 
• Ensures strategic business goals are communicated, understood and executed by the entire team.
• Oversees the performance management and direction for the administrative team.
• Manages & handles 2nd level escalations from both internal and external customers.
• Monitors the annual departmental budget, reviewing on a monthly basis with the Regional Operations Manager to ensure we remain on target. Determines necessary corrective action as necessary.
• Reviews departmental processes and analyses data to ensure best in class service is being delivered.
• Cascades & champions corporate strategic projects and acts as a Subject Matter Expert for all initiatives related to Customer Care. 
• Supporting the remote agricultural and industrial events with collections and customer support. 
• Perform other duties as assigned.

Qualifications

• Team orientated with positive culture mindset. 
• Experience working with cross functional teams.
• Ability to multitask while meeting strict deadlines.
• Ability to execute in high pressure situations.
• Strong problem-solving skills
• Effective conflict resolution
• Excellent verbal and written communication skills
• Must be extremely organized with a high degree of attention to detail.
• Office work environment, this is not a remote role. 
• 2-3 years in a people management role an asset but no required. 

EEOC

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.