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Ritchie Bros. · 1 month ago

Customer Service Manager- Part-Time

North Franklin, CT

Part-time

Onsite

Mid, Senior Level

3+ years exp

RB Global is a leading omnichannel marketplace providing value-added insights and transaction solutions for commercial assets. The Customer Service Manager is responsible for strategic leadership of the Customer Service team, ensuring effective communication and achieving KPI metrics while mentoring the team and analyzing operational processes.

AuctionsConstructionE-CommerceTransportation

Responsibilities

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

Qualification

People managementCross functional teamworkProblem-solvingConflict resolutionVerbal communicationWritten communicationMultitaskingPolicy developmentAttention to detail

Required

2-3 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

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

Benefits

Medical, dental, vision, and basic life insurances

401k plan and RB Global will match 100% for the first 4% contributed

15 days of PTO each year

Company

Ritchie Bros.

Glassdoor3.6

Founded in 1958, Ritchie Bros. (NYSE & TSX: RBA) is the world’s largest and most trusted marketplace for used equipment, trucks, and industrial assets.

Founded in 1958

Burnaby, British Columbia, CAN

1001-5000 employees