Marketplace Client Service and Operations Associate

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.