Senior Customer Experience Specialist
Ritchie Bros., Perris, CA, United States
About Us
RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.
The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.
RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.
Job Description Do you enjoy building strong relationships, thinking strategically, and helping customers succeed long-term? We’re looking for a Seller Experience Specialist who loves partnering with customers to understand their goals, measure success, and continuously improve their experience with our marketplace.
In this role, you’ll manage and grow customer relationships by proactively monitoring account health, leading multi-platform engagement, and identifying opportunities for expansion. You’ll collaborate closely with Sales, Operations, Services, Support, Finance and Product teams to deliver seamless experiences and guide customers through complex initiatives with confidence.
You’ll conduct business reviews and monthly in-person visits to stay aligned with evolving customer needs, uncover growth opportunities and provide thoughtful, data-driven guidance. Using insights and deep industry knowledge – especially within the construction and transportation industries – you’ll help customers manage sell-through, maintain compliance and reduce operational risk.
If you enjoy combining relationship-building, strategy, data and cross-functional collaboration to create trust, value and advocacy this role is for you.
Responsibilities
Serve as the central point of accountability for the customer experience immediately following contract execution
Maintain full visibility and control over the customer’s journey to ensure clarity, continuity, and confidence from onboarding through delivery
Design and execute structured onboarding plans customized to customer needs and business context
Communicate expectations, timelines, deliverables, and next steps to ensure a positive and predictable onboarding experience
Remove friction by identifying and accelerating steps that enable customers to adopt or implement solutions successfully
Build strong, trust-based relationships through consultative engagement and proactive communication. Anticipate customer needs by understanding their environment, business objectives, and operational constraints
Partner closely with Sales, Operations, Finance, Customer Care, Product, and other stakeholders to ensure consistent communication and aligned priorities
Identify opportunities to enhance the customer journey and implement best practices for exceptional service. Contribute to the development and adoption of Customer Experience best practices, standard operating procedures, and process improvements
Monitor experience metrics (NPS, CSAT) and turn insights into actions that elevate satisfaction and loyalty. Translate insights into actionable recommendations for internal teams and leadership
Identify potential risks affecting customer experience, delivery timelines, or satisfaction, and lead coordinated efforts to mitigate them
Qualifications
Bachelor’s degree in Business Administration or equivalent experience
4 or more years of experience in customer service, hospitality, customer experience, customer success, or a related role
Experience in managing complex customer relationships and operational workflows
Experience facilitating cross-functional engagement and managing competing priorities
Exceptional communication and interpersonal skills
Strong organizational and project management abilities
Customer-centric mindset with a passion for creating memorable experiences
Ability to manage multiple priorities and stakeholders effectively
The ideal candidate will be located within a 1-2 hour drive of either our Tulare or Perris Auction sites.
Pay is based on several factors including but not limited to education, work experience, certifications, geographical location, etc. This role also qualifies for up to 10% of their annual salary in an incentive performance bonus.
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RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.
The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.
RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.
Job Description Do you enjoy building strong relationships, thinking strategically, and helping customers succeed long-term? We’re looking for a Seller Experience Specialist who loves partnering with customers to understand their goals, measure success, and continuously improve their experience with our marketplace.
In this role, you’ll manage and grow customer relationships by proactively monitoring account health, leading multi-platform engagement, and identifying opportunities for expansion. You’ll collaborate closely with Sales, Operations, Services, Support, Finance and Product teams to deliver seamless experiences and guide customers through complex initiatives with confidence.
You’ll conduct business reviews and monthly in-person visits to stay aligned with evolving customer needs, uncover growth opportunities and provide thoughtful, data-driven guidance. Using insights and deep industry knowledge – especially within the construction and transportation industries – you’ll help customers manage sell-through, maintain compliance and reduce operational risk.
If you enjoy combining relationship-building, strategy, data and cross-functional collaboration to create trust, value and advocacy this role is for you.
Responsibilities
Serve as the central point of accountability for the customer experience immediately following contract execution
Maintain full visibility and control over the customer’s journey to ensure clarity, continuity, and confidence from onboarding through delivery
Design and execute structured onboarding plans customized to customer needs and business context
Communicate expectations, timelines, deliverables, and next steps to ensure a positive and predictable onboarding experience
Remove friction by identifying and accelerating steps that enable customers to adopt or implement solutions successfully
Build strong, trust-based relationships through consultative engagement and proactive communication. Anticipate customer needs by understanding their environment, business objectives, and operational constraints
Partner closely with Sales, Operations, Finance, Customer Care, Product, and other stakeholders to ensure consistent communication and aligned priorities
Identify opportunities to enhance the customer journey and implement best practices for exceptional service. Contribute to the development and adoption of Customer Experience best practices, standard operating procedures, and process improvements
Monitor experience metrics (NPS, CSAT) and turn insights into actions that elevate satisfaction and loyalty. Translate insights into actionable recommendations for internal teams and leadership
Identify potential risks affecting customer experience, delivery timelines, or satisfaction, and lead coordinated efforts to mitigate them
Qualifications
Bachelor’s degree in Business Administration or equivalent experience
4 or more years of experience in customer service, hospitality, customer experience, customer success, or a related role
Experience in managing complex customer relationships and operational workflows
Experience facilitating cross-functional engagement and managing competing priorities
Exceptional communication and interpersonal skills
Strong organizational and project management abilities
Customer-centric mindset with a passion for creating memorable experiences
Ability to manage multiple priorities and stakeholders effectively
The ideal candidate will be located within a 1-2 hour drive of either our Tulare or Perris Auction sites.
Pay is based on several factors including but not limited to education, work experience, certifications, geographical location, etc. This role also qualifies for up to 10% of their annual salary in an incentive performance bonus.
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