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, Elizabeth , Post Sale Experience Manager, Sales , New York, New Jersey