Post Sale Coordinator

3 days ago

London, Greater London, United Kingdom Sotheby's Full time
Job Description

At Sotheby's, we are seeking a highly skilled and experienced Post Sale Coordinator to join our team. As a Post Sale Coordinator, you will play a critical role in supporting our clients through the post-sale process, ensuring a seamless and exceptional experience.

Key Responsibilities
  • Work closely with the Post Sale Manager and other team members to ensure all post-sale actions and service level agreements (SLAs) are met in a timely and professional manner.
  • Support the Post Sale Manager with sale-related tasks, prioritizing client needs and ensuring timely and accurate client communications.
  • Issue timely and accurate client communications, including notifications and updates on sale-related matters.
  • Escalate any risks or issues impacting client experience in a timely manner, recommending remedial actions as necessary.
  • Ensure financial transactions, such as waiving charges or storage interest, comply with corporate governance.
  • Respond to general client inquiries, including correspondence, phone calls, and letters.
  • Partner with other business areas, including Intelica, to respond to client inquiries, resolve client issues, and execute client transactions to ensure the highest level of client satisfaction.
  • Work with Specialist departments to action and follow up on shipping and collection recommendations for unsold property.
  • Participate in project work as requested by the Head of Client Experience.
Invoicing, Payment, and Collections
  • Process and allocate incoming payments to client accounts, performing daily reconciliations to ensure completeness.
  • Manage third-party payments and the suspense/unidentified account, escalating payments to Post-Sale Managers and assisting with resolution.
  • Authorize the financial release of property.
  • Liaise with internal and external contacts to transfer Temporary Admission.
  • Process third-party collection authorizations, VAT refunds, and resale certificates.
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 levels.
  • Prepare automated quotes, process any required changes to quotes, and accept quotes in Sotheby's systems.
  • Obtain quotes from shippers and other related service providers for shipments and select the most suitable option for our internal and external clients.
  • Determine where consolidation of property can occur and arrange consolidated shipments to maximize efficiency and minimize cost to the business and our clients.
  • Assess and verify the requirements of a proposed shipment, including method of transport, packing, etc., and enter or validate this information in Sotheby's systems.
  • For all accepted quotes and approved transfers of outbound property, contact vendors and issue instructions for packing, local transportation, shipping, and security.
  • Respond to and resolve shipping and logistics enquiries/issues, including issues related to licensing and hand carries.
  • 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, while ensuring that the relevant parties are kept informed accordingly.
  • Responsible for all export license applications for applicable property.
  • Liaise with the Head of Client Experience to provide input on shippers' performance of service level requirements and KPIs, along with client issues and feedback.
  • Ensure property is shipped in compliance with all applicable laws and regulations.
  • Maintain and scan all required documentation associated with shipments in accordance with department procedures.
  • Prepare customs documents and submit to the appropriate regulatory bodies or shippers, ensuring the accuracy of the information and its timely submission.
  • Ensure timely collection of invoices and payment to appropriate shipping and external services vendors.
  • PO reporting and GTS returns.
Requirements
  • Degree holder in a relevant field preferred.
  • At least 3+ years' related work experience desirable.
  • 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.
  • Strong knowledge of logistics, including current domestic and international packing methods, transportation methods, and regulatory compliance is advantageous.
  • Well-presented with a friendly, enthusiastic, and welcoming disposition.
  • 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 desirable.
  • Ability to learn quickly and apply knowledge to new scenarios.
  • Understanding of how to escalate to management appropriately to ensure a smooth client experience.
  • 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 colleagues.
  • Prior experience with SAP & Freshdesk is an advantage.
  • Strong knowledge of Microsoft Office, particularly Word, Excel, Outlook.
  • Able to work flexibly and on evenings as and when required.
  • A second European language, particularly French, German, or Italian, is preferred but not required.
  • Prior experience with fine art shipping is desirable.

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