International Women’s Day 2023: Spotlighting the Women of the Customer Service Manager Team at Ritchie Bros.

Ritchie Bros. offers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets and we take pride in providing an exceptional customer experience.

Our Customer Service Managers (CSMs) play a crucial role in ensuring we exceed customer needs and expectations every time we have the honor of supporting a customer with their asset and disposition needs. From setting up and maintaining auction systems to verifying funds have been collected and correct lien holders are paid to actively supporting our commitment to safety, you could say our CSMs at Ritchie Bros. do it all – and we are grateful for the amazing work they do.

“Our CSMs play such an important role in our organization. They are the conduit that connects all the different parts of our business and allow us to function as One Team. And, most importantly, they connect us to our customers who often choose to continue to do business with us because of how much they enjoy their interactions with our spectacular CSMs.

As a result, our CSMs understand our business deeply. They leverage this to make an impact across our company and it’s this level of care that continues to set Ritchie Bros. apart from our competition. As the market gets more and more competitive, demonstrating how much we care about our customers has never been more important.” – Warren Waechter, Vice President of Operations

We have strong female representation in the CSM role at Ritchie Bros., and we have had CSMs move into key management and leader roles at our organization, which is why we would like to recognize and spotlight the role for International Women’s Day.

Hear from some of our CSMs below about what they like best about their role and how they feel empowered as women to be successful at Ritchie Bros.

Why we love our roles at Ritchie Bros.

Brenda Valle: Ritchie Bros. empowers me to provide professional, understanding and loyal customer service, and I really enjoy taking care of our staff and customers from all over the world.

Michele Popek: I get to be that bridge between supporting our customers’ needs alongside the needs of our Territory Managers, salespeople, yard staff and finance team. I’ve always got the backing of strong peer and leadership support around me, too, to guide me if I’m unsure of the best way to go.

Sheena Smith: I’ve always felt supported in my career goals at Ritchie Bros., a company that values diversity and inclusion. The best part is that feeling that I really belong to a team, and that I’m contributing to a larger purpose. We always have each other’s backs here.

Katie Cobb: Ritchie Bros. always puts its employees first, and this means our customers get the best possible service. I can do my job to the best of my ability because there’s so much support and so many great training opportunities. Most of all, I love the sense of camaraderie and connection. Everyone in the company is on the same page.

Karen Hermann: My favorite thing about my job is the range of projects and situations we work on, and the diverse duties that come with this specialized role. I love the fact that no two days are the same! Being supported by those around me, while also getting the time to enjoy a balance inside and outside of work is empowering.

What does this year’s International Women’s Day theme #EmbraceEquity mean to you?

Brenda: To me, every day should be a day where we embrace equity, as well as justice, respect, hope and dignity.

Michele: Practicing reciprocity with co-workers and being part of a positive movement.

Sheena: It’s about recognizing challenges and remembering that all people are equal.

Katie: I believe #EmbraceEquity means celebrating and appreciating the diverse perspectives, knowledge and skills that each woman brings to the team. It’s about creating an environment that is inclusive, equitable and accessible for all. It’s also about coming together and supporting one another.

Karen: Celebrating together, empowering those around you and learning from each other. Everyone has their own story, so we should be pulling all those stories together as a book.

How has Ritchie Bros. empowered your career?

Brenda: I have always received support from colleagues and customers here. And over the past year, my current manager has helped me to advance my career tremendously.

Sheena: One of our Customer Service Manager calls each month is focused on giving us tips which helps a lot with my knowledge and skills growth. We also have access to an extensive online learning platform at Ritchie Bros. which has been extremely helpful for my personal development. The CSM team is also great at sharing knowledge – there’s always someone willing to answer any question I may have.

Michele: I’ve been with Ritchie Bros since July 2022, and I learn something new every day! I have an amazing group of CSMs across all locations that help with whatever questions I have, and every team call is an opportunity to hear how others handle situations I may encounter. Sometimes you get into a situation you feel no one has ever had, then you hear how others have handled it and you realize we’re all in this together! 

Katie: My fellow Customer Service Managers and my direct supervisor are always available to help me grow. Whenever I don’t know how to do something, they always provide me with resources to help me develop my knowledge base and skill sets. I am thankful for the support they have provided to help me advance my career.

What has been your biggest ‘win’ here so far?

Brenda: Due to my ethics and support from my manager, I have been able to grow within the company and this has allowed me to also help others grow and achieve their goals. I see that as a win.

Michele: I would have to say working with the people I do each day – they are some good people!

Sheena: I’m proud of successfully managing multiple sites post sale, including their various jurisdictional requirements and rules, and working to decrease deficiencies.

Katie: The thing I’m most proud of is how we’ve been able to create a strong customer service team that is responsive to the needs of our customers. We are a big team here in the office, so it’s always a group effort to get things done. By providing superior customer service, we have been able to strengthen our customer relationships and increase customer loyalty.

Karen: My biggest win is all the new skills that I have and continue to learn. Working in a role that combines marketing as well as administration along with all things real estate means I’ve been exposed to so much – I’m not sure I would have had that if I’d been on a different career path.

What’s your best advice for other women looking to drive their career development at Ritchie Bros?

Brenda: Keep true to yourself and remember that communication is key! Good communication with your manager will allow them to help you develop your career.

Michele: Be open to learning new things and new ideas and don’t wait for someone to lead you – blaze your own path! I’d also say never let your sparkle dull from minor setbacks or difficulties.

Sheena: I would quote Saadi – “Have patience, all things are difficult before they become easy.” We all are contributing to a larger purpose and if you don’t know something, ask questions and learn –and then share the knowledge with others.

Katie: This is a really amazing company that takes care of its people so make sure you’re taking the opportunities you are given to grow and learn. Take initiative and never be afraid to ask questions and keep networking and building relationships within the company.

Karen: Career development is not only for people trying to reach the next step on the corporate ladder.  At Ritchie Bros. there are countless opportunities to learn new things, so my advice is to be open to learning and developing your skills, wherever they may take you.

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