Manager, Office Operations I

7 days ago

Geelong, Victoria, Australia Ritchie Bros. Full time

The Office Operations Manager (OOM) is passionate about delivering best in class customer service and plays an integral role within the Australian team, overseeing the day-to-day operations of the administrative and customer service functions and providing direct support to the Director of Operations & Field Operations Manager.

This role is key to ensure all office operational functions are executed professionally and in a timely manner and that the customer experience is at the forefront of every interaction. Working closely with Yard Operations, Sales, Finance and Support functions, to ensure a smooth & efficient consignment to cash process across all selling platforms is critical to the success of this role.

This role requires travel to Brisbane regularly to manage QLD team.

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 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.
- Perform other duties as required by the Director of Operations.
- Provide operational support for new initiatives implemented by the company e.g. working with strategic partners and acquisitions
- Ensure that all administrative staff adhere to governmental regulations and requirements for payment reporting, DMV regulations, sales tax collection and exemption.

QUALIFICATIONS
- 5 years' customer service experience preferably including handling customer complaints
- Minimum 5 years' experience in a fast-paced customer service environment.
- Minimum 3 years' experience of managing a team of 5+, preferably including both onsite & remote teams,
- 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.
- Strong organizational & communication skills

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