Post Sale Experience Manager
Company: Sotheby's
Location: New York
Posted on: April 30, 2024
Job Description:
To manage exceptional post sale client service for a portfolio
of sale(s): to oversee and to provide ownership for all post sale
activities from the auction through to payment and shipping or
collection on behalf of all internal and external clients whilst
ensuring that all transactions comply with both internal and
external financial rules and regulations.
RESPONSIBILITIES
Post Sale Activities:
- Managing "No Bid" clients and escalate requests as appropriate
to ensure swift decision making and communication to
clients
- Working closely with the Bids office to reconcile all necessary
information to invoice the sale and avoid after sale reinvoicing
requests
- Overseeing the billing and issuing of all post-sale related
client output e.g. invoices, shipping quotes, statements, terms
letters etc.
- Work with expert departments and relationship managers in
respect of extended payment terms, property release, Anti-Money
Laundering (AML) regulations and debt collection
- Proactively "closing" a sale financially and logistically:
collecting and managing all outstanding client debt and ensuring
timely release of all sold & unsold property
- Collaborate with technical experts, e.g. Credit & Payment Team,
Shipping, Legal, Compliance, Tax, Finance etc. and taking ownership
of all escalated issues that relate to post-sale service
- Use discretion within Corporate Governance in respect of
credit, payment terms, property release and the waiving of charges
(e.g. interest, storage)
- Ensuring Priority Clients are handled in an appropriate and
timely manner by working directly on post-sale related issues
Post Sale Management:
- Manage post sale pod with 1-2 support staff; ensuring company
processes and SLAs are met and delivered
- Set milestones for your pod and work with Post Sale and
Shipping Management to continue training and review staff
progress
- Run & attend pre and post-sale meetings with expert
departments, providing direction on post-sale activity for buyers
and sellers
- Collaborating with all areas of Service Operations to ensure
high standards of service delivery to clients, practice continuous
improvement and support the delivery of the transformation
agenda
- Contribute to Management Reporting in respect of debtors and
provisions
- Staying current with AML and other company policies &
procedures
- Support ad hoc projects as directed by Head of Client
Experience
IDEAL EXPERIENCE & COMPETENCIES
- Bachelor's Degree required, ideally in relevant area of
study/interest
- At least 3-5 years of related work experience
- Experience managing a team of Client Services
professionals
- Ability to support clients through the full client journey,
including flexing across pre-sale, post-sale, and bids
- Excellent client service skills with demonstrated capability in
active listening, empathy, service orientation and
patience
- Calm demeanor, especially under pressure
- Good numeracy skills. Experience with basic bookkeeping is an
advantage
- Well presented with a friendly, enthusiastic and welcoming
disposition
- Exemplary communication skills (written & oral), team oriented,
proactive problem solver
- High level of attention to detail
- Excellent organizational skills and ability to interact with a
broad variety of clients, internal and external
- Experience in managing a team is an advantage but not a
prerequisite
- Enthusiastic and proactive with a flexible, forward-thinking
approach
- Highest standard of confidentiality, discretion and work
ethic
- Ability to work both independently and to partner with
colleagues
- Multi-lingual skills are a plus
- Experience with Excel & SAP are preferred
The proposed base salary for this position is $60,000-70,000. In
addition to base salary successful candidates are eligible to
receive a discretionary bonus, as well as a competitive benefits
package. Salary offers are based on a wide range of factors
including relevant skills, training, experience, education, and,
where applicable, licensure or certifications obtained. Market and
organizational factors are also considered.
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Keywords: Sotheby's, Philadelphia , Post Sale Experience Manager, Sales , New York, Pennsylvania
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