Client Experience Coordinator

Sotheby's; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Sotheby’s in London is seeking a proactive Post Sale Experience coordinator to deliver timely, accurate client support by email and phone. You will resolve queries, coordinate with Post‑Sale Shipping and internal teams, and ensure smooth post‑sale communication while upholding Sotheby’s service standards.

Key tasks include triaging Freshdesk tickets, replying to inquiries in line with SLA targets, processing VAT refunds and resale certificates, and assisting with arranging client collections.

Qualifications

• Experience in client service or post-sale roles.
• Strong written and verbal communication.
• Ability to triage and manage multiple tasks with discretion.
• Knowledge of VAT refunds and shipping processes is a plus.

Responsibilities

• Manage and resolve client queries, complaints and special requests.
• Coordinate with Post-Sale Shipping and internal departments to ensure smooth post-sale communication.
• Support Post-Sale Shipping with day-to-day activities.
• Triaging Freshdesk tickets and client phone calls.
• Ensure Freshdesk responses meet Sotheby’s SLA targets.
• Report on shipping quotes and issue to clients promptly.
• Process VAT refunds and resale certificates.
• Document management and payment link generation.
• Assist in arranging client collections and provide lot location information.
• Review daily ship list to ensure items are available for collection.
• Escalate Freshdesk tickets to relevant departments.
• Collaborate with Post-sale Shipping, AR Managers and Finance.

Skills

Calm demeanor

Excellent communication

Client service

Multilingual (European language)

Organisational skills

Confidentiality

Team collaboration

Problem solving

SAP experience

Tools

SAP

Job description

Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries. Selling categories 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 through RM Sotheby’s and Concierge. Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception. Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.

THE ROLE

Responsible for timely and accurate Post Sale Experience task processing and the provision of high-quality client service, predominately via email/telephone.

RESPONSIBLITIES

• Manage and resolve client queries, complaints and special requests with professionalism and efficiency.
• Coordinate with Post-Sale Shipping and internal departments to ensure smooth post-sale communication and alignment
• Supports Post-Sale Shipping by assisting with day-to-day activities within the team
• Triaging Freshdesk Tickets & Client Phone calls where appropriate.
• Ensuring Freshdesk Tickets are replied to in accordance with all Sotheby’s SLA’s
• Reporting on available shipping quotes and issuing to clients in a timely manner
• Processing VAT refunds and resale certificates
• Document management
• Generating payment links where required
• Assisting in the arrangement of client collections by coordinating with all relevant parties and providing lot location information to clients.
• Review the daily ship list, to ensure that all property is available for collection the following day
• Ensuring all calls are answered in a timely manner.
• Escalating of Freshdesk tickets to relevant departments
• Work in Collaboration with , Post-sale Shipping, Client Accounts Receivable Managers and Financial Team

IDEAL EXPERIENCE & COMPETENCIES

• Calm demeanour, especially under pressure
• Well presented with a friendly, enthusiastic and welcoming disposition
• Exceptional oral and written communication skills
• Exceptional Client Service skills
• A second European language is desirable
• Logical and practical thinking, with excellent resourcefulness and problem solving skills
• Highest standard of confidentiality, discretion and work ethic
• Ability to work both independently and to partner with colleagues
• Strong organisational skills and follow through
• Prior experience with SAP is preferable

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.