Manager, Office Operations Ii

4 days ago

Corio, Australia Ritchie Bros. Full time

The SOOM will develop strategy, enhance team performance, and ensure compliance. The SOOM will guide the office operations team members, drive an enhanced customer experience, and implement optimal practices throughout all levels.

RESPONSIBILITIES
- Manage all aspects of office operations including overseeing the day-to-day functions including office workflow efficiencies and ensuring that telephones are answered promptly and courteously.
- Manage customer complaints & propose/execute solutions as needed. Handle customer auction payments including collection calls and payment holdbacks as required.
- Schedule customer service staff to ensure maximum customer service levels.
- Manage adherence to company policies, procedures and best practices.
- Manage direct and indirect reports as you work to develop a strong team.
- Monitor and measure service metrics and implement improvements or changes to workflows and resource allocation to support continuous improvement.
- Provide input to the budget and strategic decisions that affect the office operations teams.
- Generate reports as required.
- Perform other duties as required by the Director of Operations.
- Provide operational support for new initiatives implemented by the company e.g. BAS, IAA and Gordon Bros. Alliance.
- Ensure that all CSM staff adhere to governmental regulations and requirements for payment reporting, DMV regulations, sales tax collection and exemption.

QUALIFICATIONS
- Minimum of 3 yr.’s experience in a fast-paced customer service environment.
- Minimum 12-18 months’ supervisory experience including handling & resolving customer complaint escalations.
- Bachelor's Degree would be beneficial but not mandatory.
- Proven experience in customer service operations.
- Demonstrated ability to handle multiple projects / initiatives effectively and prioritize work to meet strict deadlines in high pressure situations.
- Strong analytical and problem-solving skills.
- Proven ability to lead & enable change.
- Excellent oral and written communication skills with the ability to build strong working relationships.

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