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THE ROLE

Post-Sale Coordinator works as part of a Post-Sale "pod" that is responsible for supporting clients through the post-sale process in accordance with company policies and best practices whilst delivering high-quality client service. The responsibilities of this position include but are not limited to the following:

RESPONSIBLITIES

Post-Sale Support:

• The role will be the primary post sale support for Sotheby's wine and spirit sales in London however post sale support to other sales outside of wine and spirits will be expected dependent on the sales calendar.
• Work as part of a Post-Sale Luxury pod comprised of a Post-Sale Manager and Coordinator(s), ensuring all post-sale actions and SLAs are met in a timely and professional manner
• Support Post-Sale Managers with sale related tasks based on client needs and manager prioritization
• Issuing timely and accurate client communications
• Escalate any risks or issues impacting client experience within a timely manner and recommended remedial actions
• Ensure financial transactions (eg waiving charges – storage, interest) comply with corporate governance
• Respond to general client inquiries e.g., general correspondence, phone inquiries, letters etc.
• Partner with other business areas, including Intelcia, to respond to client inquiries, resolve client issues and execute client transactions to ensure the highest level of client satisfaction
• Work with the Wine and Spirits department (as well as other sale associated specialist departments to action and follow up on shipping and collection recommendations for unsold property
• Understand and advise clients on VAT/duty (wine and spirits items are sold in bond and duty paid).
• Managing rotation numbers for wine and spirit sales to ensure orders are tracked and released from the bonded warehouse.
• Participate in project work as requested by line manager

Shipping Support:

• 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 minimise 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 whilst ensuring that the relevant parties are kept informed accordingly
• Responsible for all export license applications for applicable property
• Liaise with the Head of Pod 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, GTS returns and IPR management

Invoicing, Payment and Collections:

• Issue "batch" output for purchases and unsold property including shipping quotes, invoices, statements, interest and storage charges.
• Issue client receipts/acknowledgments/duplicate output requests via post or email
• Process and allocate incoming credit card payments to client accounts and perform daily reconciliations to ensure completeness
• Manage third party payments and the suspense/unidentified account - escalating payments to Post-Sale Experience Managers and assisting with resolution
• Post sundry payments – e.g. Catalogue Subscriptions & Cafe transactions
• Authorise the financial release of property
• Process third party collection authorizations, VAT refunds and resale certificates
• Assist the front of house Client Service Representatives team when necessary dealing with client payments and queries in person

IDEAL EXPERIENCE & COMPETENCIES

• Degree holder in relevant field preferred
• At least 3+ years' related work experience
• 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 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