Manager, Customer Service

About Us

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value‑added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end‑to‑end asset management, data‑driven intelligence and performance benchmarking system;
Smart Equip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers;
Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

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.

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.

• 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 analyzes 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

• 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