What are the responsibilities and job description for the Senior Customer Service Representative position at Ritchie Bros.?
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; SmartEquip, 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.
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.
About The Team
As a global company, our corporate teams support billions of dollars in equipment sales every year.
In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.
Every day your work will make a difference in the way we run our business and the in the way customers interact with us.
Job Description
The Senior Customer Service Representative will primarily be responsible for project managing the setup and implementation of new customers. Duties will include verification of paperwork, user setup, system integration and coordinating training, ensuring documentation is up to date and processes are working efficiently.
Responsibilities
Qualifications
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; SmartEquip, 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.
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.
About The Team
As a global company, our corporate teams support billions of dollars in equipment sales every year.
In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.
Every day your work will make a difference in the way we run our business and the in the way customers interact with us.
Job Description
The Senior Customer Service Representative will primarily be responsible for project managing the setup and implementation of new customers. Duties will include verification of paperwork, user setup, system integration and coordinating training, ensuring documentation is up to date and processes are working efficiently.
Responsibilities
- QA all incoming contracts and enrollment forms. Input customer data into CRM, user setup, system integration, submitting correct documentation to states. Tracks all communications in CRM for future follow-up
- Serves as liaison with customers to determine customer needs regarding training and IT support
- Manages partnership contracts (ie. contract expiration date, track events, etc)
- Works closely with Sales, Support Team, and Account Managers to provide timely accurate customer information
- Provides sales team and customers with timely updates of customer implementation and problem solve issues to find a resolution in order to prevent delays
- Performs administrative tasks not limited to scanning, filing, emailing, and reporting
- Initiates frequent calls and emails to customers to ensure an exemplary level of customer service
- Assists in contacting potential customers due to state launching ELT programs
- Partners with other DDI departments to resolve customer concerns around billing, service and setup issues
- Monitors and distributes incoming emails from various DDI email groups
- Other related duties as assigned by management
Qualifications
- 2 or more years of Customer Service experience
- Excellent ability to multi-task and manage competing priorities to meet deadlines
- Strong organizational, communication and interpersonal skills
- Flexibility and ability to adapt to a fast paced culture, changes in the environment and shifts in priorities
