NRC - Sr. Customer Asset Management Specialist

About Us

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

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.

Job Description

This role SME for the Site Management team. As a SME, you will be responsible for the first escalation point within the Customer Asset Management team when a Specialist has a complex situation that requires more advanced level of troubleshooting. Issues are expected to be resolved quickly, effectively and reviewed for process changes with Supervisor. This role will step in when the Supervisor is unavailable.

This role is a hybrid role that will sit either in Clinton ME or in Monrovia CA.

Responsibilities

• Apply and share on the job experience while handling escalations from Customer Asset Management team regarding pickup, relocation and abandonment processes
• Assist your Supervisor or Manager in projects as they come up
• Serve as a peer role model in reference to attendance, knowledge and problem solving
• Work with Sales Team and Consignor Point of Contact Manage off-site asset disposition pickup, relocation and abandonment processes
• Inform & and enforce Terms & Conditions to customers
• Review asset situation and recommend next steps including relocation and abandonment
• Review Site Management Specialist’s escalations and determine best path for solution
• Develop innovative approaches to mediate complex logistics issues, requiring the ability to communicate clearly and directly
• Provide recommendations on process updates/changes to Supervisor
• SME for Site Management Specialist
• Present solution options to the Supervisor, Customer Asset Management and Customer Care Manager when dealing with an issue
• Coordinate with other departments to ensure customer satisfaction
• Flexible and willing to perform other tasks as assigned
  
  

Qualifications

• 3-5 years working within a Customer Service in a Sales Support or Logistics environment, complete understanding of current processes
• Computer literate and good command of Microsoft Office. Professional communication skills and strong business acumen. Team player with leadership abilities
• Highly organized and able to concurrently handle multiple tasks and projects
• Flexible schedule
• Ability to work evenings, weekends and stat holidays as required
• Must be fluent in English, both written and verbal
• Spanish and French an asset
• Work both indoors and outdoors year-round, and climb on and off large equipment and trucks
  
  

California Residents only: The expected compensation for this role is between $26 - $30/hour + overtime. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

Maine Residents only: The expected compensation for this role is between $22.50 - $24/hour+ overtime. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

#IAAindeed