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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).
Job Responsibility:
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
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
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
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
Requirements:
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