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Post Sale Coordinator
2 months ago
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.
- 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.
- 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.
- 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.
