Buyer Care Specialist

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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.

RB Global full‑time employees are offered medical, dental, vision, and basic life insurances. Employees can enroll in our company’s 401(k) plan and RB Global will match 100% for the first 4% contributed. Employees also receive 15 days of PTO each year.

As a global company, our corporate teams support billions of dollars in equipment sales every year. Joining our corporate services teams ensures the business runs smoothly in your respective verticals and supports the overall business to achieve our core objectives. Every day your work will make a difference in the way we run our business and the way customers interact with us.

Here at IAA, excellent customer service is at our core. That’s why our Buyer Care Specialists play such a meaningful role in the operation of our service centers. Buyer Care Specialists embody our “team‑player” values by providing an outstanding experience for our internal and external customers through various communication channels, helping IAA focus on business and branch growth. The Buyer Care Specialist interacts directly with potential, new and existing buyers.

They work to provide a quality experience in every step of the buyer’s journey, resulting in increased buyer satisfaction and account retention for the company. The Buyer Care Specialist will serve buyer inquiries, buyer registration, transaction processing, account access and updates, and resolution of buyer issues/concerns in a contact center environment. This role will follow up on buyer cases using our buyer relationship management system to ensure inquiries and requests are handled completely and in a timely manner.

It’s important that our support teams are available when our buyers need them most, so our specialists will require flexible availability to work an assigned 5‑day work schedule within our hours of operation:
Monday‑Friday (6 am–7:30 pm CST) and Saturdays (8 am‑5 pm CST).

• Provide customer support for all customers, external and internal
• Register prospective buyers, verify documents meet IAA requirements and applicable state laws
• Set up online accounts to allow buyers to participate in online bidding
• Review accounts set up at branches to ensure accuracy and compliance with IAA requirements and applicable state laws
• Answer customer inquiries from phone call, online chat, or e‑mail, and offer resolutions; the goal is one‑contact resolution
• Act as liaison between customers and branches
• Translate for branches, dispatch centers, and sister companies when called upon to do so
• Understand IAA procedures and state licensing laws pertaining to buyer registration
• Develop a thorough knowledge of ASAP to review buyer accounts and stock files and communicate requirements to external and internal customers
• Develop working knowledge of the IAA website and its bidding tools to aid customers in navigating the website, educating them on the use of bidding applications, and maintaining online accounts
• Obtain thorough knowledge of branch operations imperative to communicate with customers

• Minimum 3 years of customer service experience
• Proficiency in Outlook, Word, and Excel
• Experience in the automotive, insurance, and/or rental car industry is a plus
• Bi‑lingual English/Spanish skills are a plus

• Mid‑Senior level

• Full‑time

• Purchasing and Supply Chain

• Construction, Machinery Manufacturing, and Truck Transportation

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