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 Marketplace is a fast-growing e-commerce marketplace within an established auction house. We’re looking for an enthusiastic, organised person to take responsibility for the client-facing aspects of the business to ensure customers have a best-in-class experience. This person will be the primary contact for all customer-facing enquiries, including fielding phone and email enquiries, processing return requests and cancellations, and updating clients on the progress of their orders.
The ideal candidate will be a problem-solver who can think on their feet and help to solve customer issues as they arise, and proactively communicate with customers and colleagues in a positive and professional way. They will be responsible for fraud checks, ensuring import paperwork is submitted, and dealing with logistics issues as they occur. This person will be entrepreneurial, not just executing the tasks of the role but thinking about opportunities for incremental improvement. This person will be a key member of the Marketplace team and will help to shape the Marketplace customer experience moving forward.
This is a fully in-person role, with 5 days a week in our New York office.
RESPONSIBILITIES
- General enquiries – field all phone and email enquiries from customers in a timely and professional manner, escalate to other departments when required
- Returns, refunds and cancellations – process refunds, returns and cancellations; respond to customers enforcing our policies around returns
- Updates on order progress – keep customers updated on the status of their orders, letting them know about any delays
- Fraud checks – conduct fraud checks on orders flagged as high risk
- Import issues – proactively reach out to international customers to make them aware of necessary import paperwork and that this paperwork is filed with the shippers
- Logistics and shipping issues – alongside shipping coordinator, troubleshooting logistics issues that arise
- Invoicing offline sales
- Relisting cancelled and returned items
- Tracker maintenance – ensuring our records are up to date
IDEAL EXPERIENCE & COMPETENCIES
- Bachelors Degree
- Competence with Microsoft Office (Word, Excel, Powerpoint, Outlook, Teams)
- Confidence and enthusiasm for interacting with customers
- Excellent communication skills – both internally and with customers
- Experience working as part of a team
- Highly organized, detail oriented, multi-tasker
- Proactive, with strong sense of initiative and ownership
- Interest in art and luxury
The proposed base salary for this position is $50,000-$55,000, and is eligible for overtime compensation. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.
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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.
