Head Of Post Sale Services

ABOUT SOTHEBY'S

Established in 1744, Sotheby's is the world's premier destination for art and luxury. Synonymous with innovation, Sotheby's promotes access, connoisseurship and preservation of fine art and rare objects through auctions, private sales and retail locations. Our trusted global marketplace is supported by a network of specialists spanning 40 countries and 50 categories, which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Interiors, among many others.

The Head of Post Sale Service develops, inspires and leads a client-centric team to deliver seamless post sale business activities from invoicing after the close of the auction to collecting payment to organizing the fulfillment of property. This position oversees a team of Post Sale Managers, Post Sale Administrators and Outbound Shipping Coordinators who are responsible for delivering exceptional client service. The Head of Post Sale Services is a key leader within the broader Service Operations Management team and must effectively liaise with both external clients and key internal stakeholders

Responsibilities:

• Day-to-day management of the team is inclusive of:
  • Coaching staff and actively monitoring and appraising job performance.
  • Proactive and effective allocation of sales/transaction volume amongst the team in order to properly support, auction sales, and business requirements
  • Manage Post Sale Managers to milestones in respect of client service and sale account management including: timely output of invoices, statements, seamless communication of fulfillment options, proactive oversight of debt collection, proactive oversight of aged inventory
  • Ensure department wide adherence to Compliance and Anti Money Laundering policies as directed by the Business

• Responsible for daily oversight of FreshDesk tool to ensure effective triaging of client enquiries, (open vs closed tickets), monitoring of volumes allocated to staff, and identifying re-occurring themes/areas for client support
• Manage new employee onboarding and ensuring team members are set up for success with proper training methods
• Active management of Sitel Post Sale Services team ensuring efficient and seamless handling of client enquiries and hand-offs
• Liaise with Payments Team (Finance) to assist in cash management, as appropriate
• Effectively partner with Product and Technology teams to identify opportunities to modernize/optimize systems and internal processes in favor of a more client-centric experience (ie self serve check out flow on Sothebys.com)
• Ensure training for staff is current and reflective of business needs (ie develop and deliver supporting material to accompany new processes and offerings, such as the self-serve check out flow on sothebys.com)
• Manage Confidential client lists and ensure flawless handling of clients
• Creatively problem solve escalations and VIP client requests in accordance with business processes and best in class client experiences dealing directly with clients as necessary
• Possess a strong understanding of shipping and fulfillment processes inclusive of quoting, vendor management, effective problem solving, export license requirements, and US Customs compliance

Qualifications:

• Minimum of a Bachelor's Degree in Finance, Economics, Business Administration or related field required
• 5-7 years of experience in related field required
• Strong management experience with the ability to motivate a team and work with senior levels of management
• Superior client service skills
• Superior communication and interpersonal skills
• Experience in business process review and project management.

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.