Customer Service Manager

We’re looking for a Customer Service Manager (CSM). The work location for this position is Houston, Texas, and it is a fully on-site work arrangement. 

Our CSMs are the number-one point of contact for customers and staff before, during, and after our auctions. You’ll be responsible for all administrative aspects of the auction and uphold the Ritchie Bros. philosophy of providing exceptional service. No auction experience is needed for this role, and lots of training will be provided. 

What we offer:

Our success is built on the drive and dedication of our people. As we grow around the globe, there will be many opportunities to advance your career – we’ve proven this throughout our 55+ years in business. And we'll take care of you along the way. Here’s how:

• Base salary + paid overtime. 
• Comprehensive, affordable medical and dental benefits. 
• Employee Share Plan (both with company matching).
• Training and tuition reimbursement opportunities.

The Opportunity:

Our ideal candidate is energetic, motivated, and a highly organized team player focusing on customer service.

In this role you’ll:

• Ensure that superior customer service is delivered at all times to all customers. 
• Set up and maintain auction information systems. 
• Enter contracts and equipment specifications into the auction system. 
• Balance auction results and handle accounts receivable, collections, and banking responsibilities. 
• Verify that funds have been collected and that the correct lien holders are paid. 
• Process vehicle titles, registrations, and legal transfer documents. 
• Build strong relationships with banks, taxation offices, and motor vehicle branches to obtain information and to resolve issues. 
• Assist in recruiting, training, and overseeing Customer Service Representatives for auctions.

Here’s what you bring:

• 2+ years in a role where you worked in person with customers. 
• Post-secondary training in business, accounting, or similar. 
• Excellent written and verbal communication skills in English. 
• Fantastic computer skills, including the ability to master new systems and enter data quickly and accurately. 
• Experience with any of the following is an asset: accounts receivable, account reconciliation, sales tax collection/remittance, vehicles or heavy equipment, and DMV document processing. 
• You can think quickly and make good decisions on the fly (auction time is intense and hectic!). 
• This is an intensely administrative role. You must love paperwork and be obsessed with detail and accuracy to succeed. 
• Outstanding people skills – you’re outgoing, diplomatic, patient, and a good listener. 
• The ability to work independently – you have a take-charge attitude and are not afraid to ask questions. 
• You like to work hard but still have fun on the job.

This job will require you to:

• Maintain a clean, valid driver's license. 
• Work indoors and outdoors year-round, and climb on and off large equipment and trucks. 
• Because we're an event-driven company, we'll need you to work regular overtime at onsite and offsite auctions, including weekend hours. You can expect to work extra hours for 2-3 weeks before, during, and 1-2 weeks after each sale. 
• Travel 10% to other auction sites within the region.