CUSTOMER CARE

The Outsource role is responsible for executing high-volume, repeatable, customer-facing and system-driven tasks within auction operations. This role requires a working knowledge of Ritchie Bros. auction platforms, systems (Salesforce, IP Admin), and logistics tools (VeriTread), along with disciplined adherence to SOPs and service level agreements (SLAs). The work supports event operations by ensuring smooth buyer pickup coordination, timely system updates, and effective communication with internal and external stakeholders.

Key Responsibilities & SLAs

Responsibility Description SLA Systems Access Required

1. Schedule Pickups 
For RBA live auctions, direct buyers to simplybook.me. For online auctions (IP, TP, SS), book via VeriTread CAM tool (login required). Note: GP (Great Plains) is excluded due to process variability. Some sites (e.g., mine locations) require manual support. 2 hours IP Admin, Salesforce, VeriTread

2. Update Item Status to Picked Up
(Reactive) Update item status upon buyer notification. Requires IP Admin Pickup Access. Risks: Incorrect pickup reports from buyers; some require SN team support to advance status. 4 hours IP Admin, Salesforce

3. Address/Site POC Notify buyer of follow-up. 24 hours IP Admin, Salesforce, VPN Correction 
Email internal contact (e.g., CAM Core Agent) to confirm correct details. If unresolved in 48 hours, submit RTS.

4. Collect and Forward Site Access Agreements 
Email buyer the form; upon receipt, forward the signed agreement to the site POC. 2 hours Salesforce, Email Templates

5. Proactively Determine Pickup Status 
Email site POC and buyer for confirmation; update item status accordingly