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Bonhams · 2 days ago

Head of Client Services

New York, NY

Full-time

Onsite

Director/Executive

8+ years exp

Bonhams is a global auction house with an 18th century heritage poised for transformative change. They are seeking a Head of Client Services to provide leadership to the Client Services team, centralize processes, and ensure exceptional service to clients while managing staffing and training needs.

Auctions

Responsibilities

Provide leadership to the Client Services team in the US and collaborate with the Client Services Supervisors in New York, California, and Massachusetts on staffing and processes

Centralize processes and procedures for all front of house staff in New York, California, and Massachusetts with a focus process improvement and efficiency

Lead and develop all training needs for the department

Ensure that the waiting time is kept to a minimum for clients/customers

Successfully manage and resolve all client queries in a timely manner to ensure exceptional service

Responsible for all the recruitment for the client services department

Assist in all aspects of sales, bids, registration, etc

Ensure that client services liaise with collections, operations, and shipping departments as needed

Provide input and recommendations internally regarding service failures

Ensure that the highest service level is provided to clients

Demonstrate dedication to professional development and stay current on strategic improvements in customer service, sales, and supervisory procedures and practices

Report and resolve complaints and ensure communication on resolution steps

Work alongside the London team to implement centralization of processes

Direct responsibility for all the staff in this area

Work internationally in establishing processes for the centralized bids department

Ensure that the waiting time for clients/customers is kept to a minimum

Make certain that the department is operating effectively

Ensure that everyone on the Client Services team is well trained in all the processes in relation to Cashiering

Work with buyer and vendor queries in person, by phone and email

Deal with internal as well as external queries

Own the process of recording and depositing incoming payments through the banking system

In addition to the tasks and responsibilities listed, you may be required to perform other duties as assigned by your manager

Qualification

Client Services ManagementPeople ManagementProcess ImprovementMicrosoft Office SuiteCommunication SkillsNetworking SkillsDetail-orientedOrganizational SkillsTime Management

Required

Minimum of eight years of experience in Client Services and at least three years of people management experience including completing performance reviews and offering feedback for improvement to your team

Excellent written, verbal communication, and networking skills

Detail-oriented, well-organized manager

Ability to prioritize and meet strict scheduled deadlines

Computer proficient, and able to work within the Microsoft Office Suite

Ability to travel occasionally domestically