ABOUT SOTHEBY'S
Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries. Selling categories include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits and Design, as well as collectible cars and real estate through RM Sotheby’s and Concierge. Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception. Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.
Client Experience Coordinators works as part of Client Experience Team that is responsible for supporting clients through the post-sale process in accordance with company policies and best practices whilst delivering high-quality client service.
The responsibilities of this position include but are not limited to the following:
RESPONSABILITIES
Client Experience support:
Work as part of a Client Experience Team, ensuring all post-sale actions and SLAs are met in a timely and professional manner.
Support the wider team with sale related tasks based on client needs and manager prioritization.
Support the other regional offices when necessary.
Issuing timely and accurate client communications via email and phone calls.
Escalate any risks or issues impacting client experience within a timely manner and recommend remedial actions.
Ensure financial transactions (eg waiving charges – storage, interest) comply with corporate governance
Respond to general client inquiries g., general correspondence, phone inquiries, letters etc.
Partner with other business areas, to respond to client inquiries, resolve client issues and execute client transactions to ensure the highest level of client satisfaction
Participate in project work as requested by Head of Client Experience.
Invoicing, Payment and Collections:
Process and allocate incoming shipping payments to client accounts and perform daily reconciliations to ensure completeness.
Manage third party payments and the suspense/unidentified account - escalating payments to client accounts receivable managers to assist with
Authorise the financial release of
Liaise with internal and external contacts to transfer Temporary
Assist the front of house Client Service Representatives team when necessary, dealing with client payments and queries in person and over the phone.
Shipping coordination:
Arrange the shipping and associated logistics requirements for all outbound property; both domestic and international
Monitor and execute quote requests in a timely manner in line with established service level.
Prepare automated quotes, process any required changes to quotes, and
accept quotes in Sotheby’s
Obtain quotes from shippers and other related service providers for shipments and select the most suitable option for our clients.
Provide customs documents for definitive export and request export licenses such as ‘FR export License’ ‘FR export Cites’.
Monitor the progress of international and domestic outbound shipments of property, conferring with vendors to troubleshoot and rectify problems in a proactive and timely manner whilst ensuring that the relevant parties are kept informed accordingly.
Liaise with the Client Experience Manager to provide input on shippers’ performance of service level requirements and KPIs, along with client issues and
Ensure property is shipped in compliance with all applicable laws and
Ensure that all communications with clients are carried out in accordance with our agreed SLAs.
IDEAL EXPERIENCE & COMPETENCIES
At least 3+ years’ related work experience
Professional English (spoken and written).
Excellent client service skills with demonstrated capability in active listening, empathy, service orientation and patience.
Exemplary written and verbal communication skills and a high level of attention to detail.
Logical and practical thinking, with excellent resourcefulness and problem- solving skills.
Existing knowledge of logistics, including current domestic and international packing methods, transportation methods and regulatory compliance is
Ability to learn quickly and apply knowledge to new
Comfortable working in a fast paced, deadline driven and reactive environment with the ability to remain calm under pressure.
Ability to work both independently and to partner with
Prior experience with SAP & Freshdesk is an
Strong knowledge of Microsoft Office particularly Word, Excel,
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The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.