Ritchie Bros.

Asset management and heavy equipment auctions

Manager Customer Service

Customer ExperienceConfirmed live in the last 24 hours

Full-timeSalt Lake City, UT, USA$26.04 - $32.53

About the Job

Requirements

Two to three years in a people management role.
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 skills.
Excellent verbal and written communication skills.
Strong organization and attention to detail.
Three years of customer service and/or operational support experience.
Title experience is required.

Responsibilities

Provide strategic leadership and direction for all brands within the RB Global Customer Service team.
Manage methods of communication and achieve key performance indicator metrics aligned with corporate strategy.
Lead a team of agents and mentor the supervisor overseeing day-to-day general buyer interactions.
Support, guide, and develop the supervisor to ensure effective and efficient department operations and build team bench strength.
Analyze operational processes, establish escalation procedures, oversee the customer experience, and present initiatives to improve customer service.
Develop new policies or modify existing policies to reduce costs and enhance customer experience and resources.
Ensure strategic business goals are communicated, understood, and executed by the entire team.
Oversee performance management, career development, and direction for the supervisor and indirectly for the entire team.
Manage and handle second-level escalations from internal and external customers.
Create and monitor the annual departmental budget, review it monthly, and determine corrective action as necessary.
Review departmental processes and analyze data to ensure best-in-class service delivery.
Cascade and champion corporate strategic projects and act as a subject matter expert for initiatives related to Customer Care.
Perform other duties as assigned.

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
Title experience required

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.

Minimum Salary: $26.04

Maximum Salary: $32.53

About the Company

Ritchie Bros.

Asset management and heavy equipment auctions

Ritchie Bros. Auctioneers connects buyers and sellers of heavy machinery, trucks, and other assets through auctions and asset-management services. Its core products are live and online auctions plus disposition and asset-management solutions that help sellers convert surplus equipment into cash and help buyers find and bid on used equipment. The auction process works by listing assets for sale in catalogs and conducting bidding—historically unreserved auctions and now increasingly online platforms—so buyers can bid from anywhere and sellers can reach a global audience. The company differentiates itself with a long history of transparency and integrity, a global footprint across more than 20 countries, and a shift toward online auctions that expands access and efficiency for both sides of the market. The goal is to provide a trusted, scalable marketplace that maximizes recovery for asset owners while delivering broad, convenient access to buyers worldwide.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Westchester, IL
Founded: 1958

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