Client Experience Coordinator

ABOUT SOTHEBY'S

Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Sotheby’s promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby’s believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.

THE ROLE

Sotheby’s is looking for an experienced Client Experience Coordinator based in Hong Kong to own the operational execution of sales for Asia in accordance with company policies and best practices while delivering high-quality client experience. This dynamic role is ideal for a candidate who thrives in a fast-paced environment, enjoys multi-tasking and organizational tasks whilst coordinating all key processes leading up to and closing the sales. The successful candidate will support sales across a division (either Auctions for Luxury or Global Fine Art, or Private Sales/Salon sales). The responsibilities include but are not limited to the following:

RESPONSIBILITIES

General Operations:

• Collaborate with wider business to execute client transactions to ensure the highest level of client experience in compliance with company policies and key processes
• Liaise with clients and manage property throughout the sale cycle
• Work closely with Legal department and Business Manager/Director on sale agreements with complex, highly managed terms, extended payment terms, guarantees and irrevocable bids, ensuring all due diligence requirements are met
• Review compliance reports (AML, ALR) and complete High-Value Lot reports (HVL) as necessary
• Provide general administrative support for facilitating a sale

Sale Processing Support:

• Manage consignment agreements and terms of sale including requesting legal contracts, generating SAP contracts, tracking receipt of all contracts, IC disclosures and IC recipient contracts
• Ensure all required legal and compliance documentation are on file including photo ID, proof of address, payment instruction and W8/9 forms
• Work with Specialists, Compliance and Shipping to track all outstanding compliance issues and ensure they are resolved according to catalogue and sale deadlines
• Ensure SLAs and all post-sale actions/communications including invoices and statements are met in a timely and professional manner
• Issue timely and accurate client communications on payment status
• Escalate any risks or issues impacting client experience within a timely manner and recommended remedial actions
• Partner with other business areas to respond to client inquiries, resolve client issues and execute client transactions

Invoicing and Payment:

• Support the processing and allocation of payments in partnership with the Finance team and perform daily reconciliation tasks
• Manage expectations and compliance around third party payments
• Regularly work with Finance to report on late payments to manage seller’s expectations
• Liaise with Finance and Business management on non-standard payment and complex invoicing

Shipping/Transfer of Property:

• Ensure property is shipped/transferred in compliance with all applicable laws and regulations
• Coordinate the movement of property internally and externally for third-party services (such as restorers, external experts, authentication committees, photographers)
• Maintain and scan all required documentation associated with shipments/transfers property in accordance with department procedures
• Prepare and solicit required legal documentation (tax declarations, etc.) including timely submission to appropriate regulatory bodies, ensuring the accuracy of the information
• Demonstrate general knowledge of shipping and associated logistics requirements for all outbound property; both domestic and international
• Solicit shipping quote requests in a timely manner in line with established service level

KEY SKILLS AND EXPERIENCE

• Degree in business administration or equivalent field preferred
• At least 1-2 years related work experience in operations and client services
• Knowledge in logistics, including current domestic and international packing methods, transportation methods and regulatory compliance
• Exceptional client service skills including strong verbal and written communication skills
• Self-motivated, enthusiastic, and able to work both independently and as part of a team
• Ability to multi-task, prioritize and manage challenging deadlines
• Strong knowledge of Microsoft Office, particularly Word, Excel, Outlook
• Prior experience with SAP is preferable
• Able to work flexibly and on evenings as and when required

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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.