Customer Service Manager - World's Largest Industrial Auctioneer

The Company

Established in 1958, Ritchie Bros. Auctioneers (NYSE and TSX: RBA) is the world’s largest industrial auctioneer, selling more equipment to on-site and online bidders than any other company in the world. The Company has over 110 locations in more than 25 countries including 38 auction sites worldwide. Ritchie Bros. sells, through unreserved public auctions, a broad range of used and unused industrial assets, including equipment, trucks and other assets utilized in the construction, transportation, agricultural, material handling, mining, forestry, petroleum and marine industries. The Company maintains a web site at www.rbauction.com and sponsors an equipment wiki at www.RitchieWiki.com.

The Role

Ritchie Bros. Auctioneers has a permanent, full-time position open for a Customer Service Manager (CSM) based in our Salt Lake City, Utah location.  In this role you’ll be part of the customer service team that is responsible for all administrative aspects of the auction.  Our Customer Service Managers are the number one contacts for our customers, our sale site staff and our head office staff, providing information and assistance before, during and after sale days. 

This is an ideal role for people with experience in retail sales management, office management, hotel front desk management or similar, and is ideal if you like a job where no two days are the same.  You’ll interact directly with customers and staff, and you’ll lead by example in upholding the Ritchie Bros. philosophy of providing exceptional customer service.  If you’re up for the challenge of taking on this role, learning from us and sharing your ideas with us, then please keep reading!

The Key Responsibilities

• The CSM is responsible for the following representative but not all-inclusive list of duties:
• Ensures that superior customer service is delivered at all times to all customers.
• Builds and maintains strong relationships with customers, financial institutions, local taxation offices, and motor vehicle branches in order to obtain information and to resolve problems.
• Sets up and maintains all auction information systems.
• Inputs contracts and equipment specifications into the sale site system.
• Reconciles sale, collecting accounts receivables and banking responsibilities.
• Verifies that funds have been collected and the correct lien holder is paid off before processing title applications.
• Reports to management on the status of any missing or problem titles and provides a current list of outstanding titles to the comptroller at the end of month.
• Attends seminars held by local licensing bureaus and any available training on title regulations in order to stays abreast of current title regulations.
• Cross training of others to handle title clerk daily responsibilities.
• Conducts periodic training sessions for managers and sales personnel regarding title regulations and procedures and issues a written memo to managers and all sales personnel whenever regulations change.
• Reports on sale to local and head office management.
• Recruits, hires, trains and coaches Customer Service Representatives for each sale day.
• Provides additional administrative support as needed.

The Requirements

• Our ideal CSM candidate will have:
• Completion of a post-secondary program in business, accounting or another similar field.
• At least 2 years of customer service experience in a role where in-person customer interaction was the norm.
• Strong computer skills, including the ability to master new systems and to enter data quickly and accurately.
• Knowledge of DMV document processing; experience with sales tax collection, exemptions and remittance;
• Vehicle and heavy equipment knowledge would be preferred but a desire and aptitude to learn would substitute nicely.
• Some accounting background with accounts receivable, banking, or account reconciliation would also be helpful.

To be successful in this role you will have the following attributes:

• A positive attitude, a friendly personality and a passion for working with people.
• Outstanding communication skills – you must be diplomatic, patient and a good listener.
• A love for paperwork. This is a hands-on, intensely administrative role.  You must have a keen eye for detail and a commitment to accuracy.
• Strong problem-solving skills coupled with the ability to think on your feet.
• The ability to work in high-pressure situations in a deadline-driven environment.
• The ability to work independently – you have a take-charge attitude and you’re not afraid to ask questions.
• A high degree of personal integrity.
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In this position it’s important for you to note that:

• You will be required to work extended overtime hours and on weekends surrounding sale dates.
• You will travel 2 to 3 times a year, for 1 to 2 weeks at a time, to other auction sites throughout the Sales Division.
• A Ritchie Bros CSM is mainly an administrative role, and does not involve call center or operations management, sales, setting strategy, or financial forecasting.

Interested?

Ritchie Bros. offers an excellent total compensation package including paid overtime, full medical, dental and life insurances plus 401k and employee share purchase program with company matching.  This is a great opportunity to learn and grow with a good company in a unique and fun business

To make your bid for this excellent position, please click on the "Apply Now" button Below 

We welcome applications from all qualified candidates, however, please note that only those applicants with a legal entitlement to work in the United States will be considered.

Candidate selection is made by the Corporate Recruiting Team – please do not contact our sale site staff directly.  We thank all applicants for their interest in Ritchie Bros. and we will personally contact only those whom we select for the short-list.