Bids & Client Services Supervisor, Operations

Christie's•New York, NY

6d•$80,000 - $85,000•Onsite

About The Position

The Bids & Client Services Supervisor is responsible for ensuring outstanding operations and a high level of client service provided by the Christie’s Client Service department. The position is accountable for supervising a highly organized environment and team that encompasses facilitating and executing all bids across all bidding channels, the Global Inbox, the main company inbox, gallery assistants, and physical front of house spaces. The position is responsible for recruitment, training, resource planning, scheduling, and team development for a large team. The Supervisor is a point of internal and external escalation and a key problem solver and solution finder. The Supervisor needs to demonstrate excellent management skills and a firm understanding of business issues and operational processes; of worldwide staff and their responsibilities; and of website features and functionality. The position is responsible for fostering a supportive, positive, and forward-thinking team to ensure that client service standards are constantly upheld and elevated.

Requirements

Bachelor’s degree preferred, or equivalent work experience
Ability and willingness to reflect the image and standards of Christie’s in all situations
Excellent communication skills, including superior professional written and spoken communication
Excellent general IT skills and ability to learn Christie’s systems
Demonstrated superior client service and interpersonal skills, with interest in working with a wide variety of people, including good listening skills with high level of patience
Detail oriented with a high degree of organization and ability to multi-task, prioritizes, follow up promptly, remain calm in pressured environment
Excellent ability to multi-task and prioritize, demonstrating excellent organizational skills
Willingness to work well as a team member and promote team effectiveness, including an ability to work professionally and responsibly with all departments within the client service delivery chain
Desire to learn and take on new challenges with willingness to accept assignments with positive, team-oriented attitude and a flexible approach to work.
Commitment to regular and punctual attendance
Ability to work flexible hours, including some evenings and weekends for sale coverage

Responsibilities

Supervise the day to day tasks and continuous improvements for all points of Client Service, including: the Global Inbox, Call Inquiry, Catalogue Subscriptions, Bid service and online auction functions, gallery assistants, Front Counter, Payments and Collection Desk, and private sales reception with the goal of maximum efficiency and exceptional client service.
For Bids, ensures the collation and execution of all bids across all bidding channels, the facilitation of the auction itself, the creation and maintenance of the auctioneer’s book and overall troubleshooting of any problems, finding appropriate solutions while coordinating with all stakeholders.
Develop and maintain strong relationships with and provide support to other Christie's departments (including Operations, Private Sales, Auction Departments, and Chairman’s Offices).
Through coaching, monitoring and performance management ensure that global standards of service are maintained, including consistent first contact resolution, minimal call abandonment rates, and accurate bid execution.
Be fully conversant with all areas and activities in the Bid Department, including telephone bids, clerking, LIVE, bid collation and auctioneer’s book management.
Manage special projects and continuous improvement initiatives.
With managers, set team objectives and liaise with HR in relation to hiring and performance management.
Track department KPIs- use data to analyze trends and influence staffing and responsibilities accordingly.
Field and assist in resolving escalated issues. Within the appropriate authorization matrix, make decisions and / or recommendations, provide feedback and insight and implement any process changes as required.
Ensure training materials are regularly updated, distributed, and centrally stored for all team members to access.
Work with the Service Operations cluster to continuously improve the client experience.
Onsite work required.
Any other duties as assigned by Manager.

Benefits

Comprehensive Medical, Dental and Vision care plans for employees and dependents
401(k) Savings Plan
Life Insurance
Disability Insurance
Generous time-off and leave policies; including 100% Paid Family Leave up to 16 weeks.
Fitness Reimbursement Program
Annual Discretionary Performance Bonus Plan
Commuter Benefits
Back Up Child & Elder Care
CSR (Corporate Social Responsibility) Day
Perks and Discounts through Zo and Plum Benefits