This role supports the administrative execution of customer complaints and supports a smooth customer journey for IAA Buyers. As a Senior Customer Care Specialist, you will step in and make decisions when your manager is not available.
They may also be required to work with internal legal counsel, and external regulatory bodies to ensure resolution of customer complaints. As such, the Arbitration Coordinator is expected to coordinate both with internal and external resources.
Responsibilities- Oversee the queries/complaints raised by Buyers relating to IAA Auctioned stock
- Support the business and the buyers with timely and fair resolution of complex buyer queries/complaints relating to assets sold
- In conjunction with the senior leadership team develop consistent application of compensation for fairness for all buyers
- Continuous improvement to existing arbitration process and maintain appropriate records
- Resolve escalated and challenging buyer questions, complaints, and requests
- To create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels
- Acting as a role model for all team members by always employing superior customer service
- Ensures team is knowledgeable and skilled with RB Global computer systems, customer registration and payment requirements
- Supporting collection of Accounts Receivables in a timely manner and banking duties particularly in relation to refunds/credits
- Act as a liaison with all levels of the organization to ensure accurate reporting of information
- Build and maintain strong relationships with customers, financial institutions, local taxation offices, motor vehicle branches to obtain information or solve problems
- Following up on all customer inquiries
- Escalate problems or issues to senior management
- Perform other duties as assigned
- Relevant Trade Qualified within Light or Heavy Mechanical Field
- Certificate III in Automotive Sales
- Certificate III or IV in Business
- Excellent written and verbal communication skills
- High level computer skills, including the ability to master new systems and enter data quickly and accurately
- Experience in parts sales, motor vehicle servicing/repairs, customer complaint management would be highly valued
- Ability to work in high pressure situations Ability to think on your feet
- Experience managing complex customer issues within the automotive space including cost disputes, negotiating outcomes warranty and policy issues against Australian consumer laws.
Skills Required
- Relevant trade qualification in a light or heavy mechanical field
- Certificate III in Automotive Sales
- Certificate III or IV in Business
- Excellent written and verbal communication skills
- High-level computer skills, including the ability to learn new systems and enter data quickly and accurately
- Experience in parts sales, motor vehicle servicing or repairs, or customer complaint management
- Ability to work in high-pressure situations and think on your feet
- Experience managing complex automotive customer issues, including cost disputes, negotiated outcomes, warranty and policy issues, and Australian consumer laws
Ritchie Bros. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ritchie Bros. and has not been reviewed or approved by Ritchie Bros..
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Affordable Benefits — Medical coverage is often considered very affordable, with low employee costs noted as a differentiator. Benefits begin on day one, which strengthens perceived value.
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Leave & Time Off Breadth — PTO and paid holidays are part of the standard package across regions under RB Global. Day‑one eligibility and clear time‑off programs contribute to a well‑rounded offering.
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Retirement Support — A 401(k) with company match in the U.S. and RRSP match in Canada are offered, alongside an ESPP for employee ownership. These programs indicate solid retirement support across locations.
Ritchie Bros. Insights
What We Do
Established in 1958, Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets. Operating in a multitude of sectors, including construction, transportation, agriculture, energy, oil and gas, mining, and forestry, the company’s selling channels include: Ritchie Bros. Auctioneers, the world’s largest industrial auctioneer offers live auction events with online bidding; IronPlanet, an online marketplace with featured weekly auctions and providing its exclusive IronClad Assurance® equipment condition certification; MarketplaceE, an online marketplace offering multiple price and timing options; Mascus, a leading European online equipment listing service; and Ritchie Bros. Private Treaty, offering privately negotiated sales. The company also offers sector-specific solutions including GovPlanet, TruckPlanet, Kruse Energy Auctioneers, and Cat® auctions, plus equipment financing and leasing through Ritchie Bros. Financial Services. For more information about the unprecedented choice provided by Ritchie Bros., visit RitchieBros.com.
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