Negotiable Salary
Ritchie Bros. Auctioneers (Canada) Ltd.
721052 51, Clairmont, AB T8X 4G1, Canada
Job Description 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 analyze operational processes, establish escalation procedures and oversee the customer experience as well as present new initiatives that will drive customer service excellence. Responsibilities Ensures strategic business goals are communicated, understood and executed Manages & handles 2nd level escalations from both internal and external customers 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 Qualifications 2-3 years in a people management role 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