Customer Service Manager

5 days ago

Brandon, Canada Ritchie Bros. Full time

ABOUT USABOUT THE TEAM
- 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.-
RESPONSIBILITIES
- To maximize the sales and profitability by monitoring costs and shrink associated with auction administration and sale day staffing levels.
- To create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels
- Acting 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).
- Ensures team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements.
- Responsible 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 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.
- Maintenance and setup of relevant systems used to maintain auction information
- Following up on all customer inquiries
- Escalate problems or issues to senior management
- Perform other duties as assigned.

QUALIFICATIONS
- 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 mínimal 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
- 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

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