Sales Support

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

This role requires strong organizational and process-management skills, with a focus on streamlining the consignment process while maintaining a solid understanding of our selling platforms, systems, and operational workflows. The position centers around a core set of high-volume, repeatable tasks that vary in intensity depending on the sales cycle and the evolving needs of our sellers. In addition to core responsibilities, the team will also support in strategic projects to assist coordinators and ensure seamless execution of sales operations.---

Key Responsibilities & Time Allocation

Major Accountabilities % Allocation

Facilitate consignment process (all platforms) 80%

Project support & overflow assistance 20%

Required Knowledge/Experience/Skills

• Education: High School Diploma
• Work Experience: 2+ years in:
• Data Entry
• Customer Service
• Accounting
• Technical Skills:
• Excel (Formulas, VLOOKUP)
• Outlook, Teams, SharePoint
• Salesforce, Mercury
• Skills & Abilities
• Data entry for high volume in a deadline driven environment
• Ability to prioritize tasks effectively
• Attention to detail and ability to follow a SOP
  
  

Required Internal System Access & Tools

• IPWEB- Access (North America (1), Canada (5), RBA North America (61) & RBA Canada(65))
• Salesforce
• Create Leads, Opportunities and Contracts
• Add Notes/Documents to Contracts
• Mercury
• Access to PPS Packages (US & Canada)
• Access to Packages generated through MARS
• Admin Roles (listed in full detail)
• Basic Admin
• Other platforms: Onyx, iCMS, Control Tower etc.
• RASC/Sales Coordinator—Specific Permissions
• Customer Care Basic
• Manage Inventory
• Manage Seller Costs/Invoices
• Auction Support
• Auction Management
• Manage Pricing
• Inspection Basic
• Inspection Advanced
• Inventory Financial Support
• Manage Asset Package - Basic
• Manage Asset Package - Post Contract
• Finance Reports
• Manage Equipment Holds
• Manage Listings
• Manage Relist
  
  

Workflow Process & Communication

• Email-based tasking from SASC
• Structured email templates for Live & Online asset updates
• Notification protocol once tasks are complete
• Training Videos & Modules provided
  
  

Key Contacts

Internal Contact Purpose of Contact

• Strategic Accounts Sales Coordinator Support of consignments and projects
• Lead, Strategic Accounts Escalation of problems for resolution
  
  

SLA & Volume Metrics--#’s for add, move, & cancel assets

Metric Value

Program Launch September

Hours of Operation M–F, 8AM–5PM CST

SLA Response Time 2.5 hours

Annual Requests 10,720

Asset Volume 150,000

Total Hours Annually 4,928

• Intake member current average of asset entry per month average 2,100 assets/month
• 6 month tracking cycle showed 67,762 assets added by Intake team
  
  

Time Estimates by Platform & Task Type

Exhibit A & Multi-Channel Contract Creation – 3 minutes

Ritchie Bros. Live

Assets Time Estimate

1 2 minutes

2–25 20–30 minutes

26+ 30–60 minutes

IronPlanet Online

Assets Time Estimate

1 8 minutes

2–25 30–60 minutes

26+ 60–120 minutes

• Additional follow up may be required in some assets add scenarios which will impact the completion time
  
  

Training & Support Provided

• Sales Support Training Team
• 2-week onboarding (will be in tandem with CSG training)
• Training SOPs & Modules
  
  

Email Templates

Output & notification → Proper & efficient handoff once production is complete

Once all the relevant workflows have been completed, notify the SASC that the task is complete.

Join the A-Team and experience the A-Life!

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