Auctions, E-commerce, Industrial Equipment, Logistics

Customer Asset Management Specialist

Monrovia, CAOnsiteFull TimeEntry-level (exp-based)$22–$27 /hrPosted 1 month agoVisa sponsorship available

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Required skills

Customer Service
Sales Support
Logistics
Asset Management
Terms & Conditions
Storage Charges
Negotiation
Empathy

Nice to have

Ritchie Bros. Auctioneers
Commercial Assets
Vehicles

Role summary

IAA Holdings, LLC, a Ritchie Bros. Auctioneers company, seeks a Customer Asset Management Specialist to provide offsite asset support and handle challenging customer interactions. Responsibilities include reviewing asset situations, recommending next steps (relocation, abandonment), enforcing Terms & Conditions, and acting as an escalation point for difficult customer interactions. The role involves mediating complex logistics issues, negotiating storage charges, and coordinating with other departments to ensure customer satisfaction. A minimum of 1-3 years in Customer Service (Sales Support or Logistics) is required, along with excellent communication, listening, empathy, and creative problem-solving skills.

The Customer Asset Management Specialist is responsible for offsite location asset support. In addition, this role will also handle the more challenging interactions with customers.

Responsibilities

Responsible for review of asset situation and recommend next steps including relocation and abandonment.
Accountable for informing & and enforcing the Terms & Conditions to customers.
Position is the escalation path for Customer Care Core team challenging customer interactions.
Develop innovative approaches to mediate complex logistics issues, requiring the ability to communicate clearly and directly.
Review storage charges per Terms and Conditions and negotiate to entice customer to pick up assets.
Be the Customer Care’s core team’s go to for difficult customers regarding pickup and asset site scenarios.
Provide solution options to the Customer Care Manager when dealing with an issue.
Coordinate with other departments to ensure customer satisfaction.
Perform other duties as assigned.

Qualifications

1-3 years working within a Customer Service in a Sales Support or Logistics environment
Excellent verbal and written communication skills
Ability to listen & empathize with the customer, working with them to try to resolve any issues.
Develop creative solutions and processes to ensure customer satisfaction and company reputation.

IAA Holdings, LLC (IAA)
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.

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