The Manager of Customer Service General 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 mentor their supervisor who oversees the day-to-day operations for General buyer interaction. The MCS will support, guide & develop the Supervisor 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.

• 2-3 years in a people management role
• 2 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
• Develop new policies or modify existing ones, targeting cost reduction, customer experience and resource enhancements-3 years customer service and/or operational support
• Office and/or remote work environment.
• Travel 3-4 times a year, as required for training, face to face meetings, and strategy sessions

• Ensures strategic business goals are communicated, understood and executed by the entire team
• Oversees the performance management, career development and direction for the Supervisor and indirectly the entire team
• Manages & handles 2nd level escalations from both internal and external customers
• Creates & monitors the annual departmental budget, reviewing on a monthly basis 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 SME for all initiatives related to Customer Care
• Perform other duties as assigned.

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

 

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.

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.  

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.