Client Experience Coordinators works as part of Client Experience Team 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:

RESPONSABILITIES

Client Experience support:

• Work as part of a Client Experience Team, ensuring all post-sale actions and SLAs are met in a timely and professional manner.
• Support the wider team with sale related tasks based on client needs and manager prioritization.
• Support the other regional offices when necessary.
• Issuing timely and accurate client communications via email and phone calls.
• Escalate any risks or issues impacting client experience within a timely manner and recommend remedial actions.
• Ensure financial transactions (eg waiving charges – storage, interest) comply with corporate governance
• Respond to general client inquiries g., general correspondence, phone inquiries, letters etc.
• Partner with other business areas, to respond to client inquiries, resolve client issues and execute client transactions to ensure the highest level of client satisfaction
• Participate in project work as requested by Head of Client Experience.

Invoicing, Payment and Collections:

• Process and allocate incoming shipping payments to client accounts and perform daily reconciliations to ensure completeness.
• Manage third party payments and the suspense/unidentified account - escalating payments to client accounts receivable managers to assist with
• Authorise the financial release of
• Liaise with internal and external contacts to transfer Temporary
• Assist the front of house Client Service Representatives team when necessary, dealing with client payments and queries in person and over the phone.

Shipping coordination:

• 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 level.
• Prepare automated quotes, process any required changes to quotes, and
• accept quotes in Sotheby’s
• Obtain quotes from shippers and other related service providers for shipments and select the most suitable option for our clients.
• Provide customs documents for definitive export and request export licenses such as ‘FR export License’ ‘FR export Cites’.
• 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.
• Liaise with the Client Experience Manager to provide input on shippers’ performance of service level requirements and KPIs, along with client issues and
• Ensure property is shipped in compliance with all applicable laws and
• Ensure that all communications with clients are carried out in accordance with our agreed SLAs.

IDEAL EXPERIENCE & COMPETENCIES

• At least 3+ years’ related work experience
• Professional English (spoken and written).
• 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.
• 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
• Ability to learn quickly and apply knowledge to new
• 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
• Prior experience with SAP & Freshdesk is an
• Strong knowledge of Microsoft Office particularly Word, Excel,