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Arbitration Coordinator

Ritchie Bros. Auctioneers
Yatala, AUS
Full-time
Mid
Onsite
Discovered Today
Communication

Full Job Posting

Qualifications

  • 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.

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

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