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BIDS & POST-SALE MANAGER

PhillipsHong Kong

20 days ago

Job description

Hong Kong

We are seeking a dynamic and detail-oriented Bids & Post-Sale Manager to join Phillips. This role involves overseeing the bid process, ensuring seamless experience for our clients, guiding the bids coordinator, and managing post-sale activities. The ideal candidate will have excellent communication, leadership and organization skills, a deep understanding of auctions, and a passion for exceptional customer service.

For Bids, the manager is responsible for maintaining data quality control, providing customer service and overseeing bids initiatives and training. The position focuses on continuous improvement, close monitoring of service levels, and identifying opportunities to enhance service efficiency. The manager will design and implement training modules to support the team.

The manager is also responsible for overseeing all activities related to the after-sales process. Being the main contact for internal and external clients for a portfolio of sales in respect of post-sale client management and owning all escalated issues. This role requires managing client relationships, coordinating logistics, and ensuring that clients receive the items they have purchased in a timely and professional manner. Your ability to problem-solve and communicate effectively with various stakeholders will be crucial to your success in this position.

Phillips values a workforce with a wide variety of experiences, backgrounds and skills, so we encourage you to apply even if you do not meet all of the qualifications.

Duties and Responsibilities

Bids Management

Day to day management and responsibility for the Bids team during all periods of activity (auctions, exhibitions, receptions and events, nights and weekends);
Ensure all transactional responsibilities of the Bids team are effectively carried out, service levels are maintained, and make certain that we are consistently providing an exceptional “one-stop shop” experience for clients across all client touch points;
Manage staff recruitment and performance monitoring of all staff within the Bids Department and auction room;
Oversee the scheduling of staff coverage to maximize efficiency, fulfill all tasks, and provide sale coverage;
Define training modules, schedules, effective coaching and monitoring sessions. Ensure that appropriate training is regularly provided for telephone bidders and other auction staff;
Ensure Client Service standards and standard operating procedures are maintained, updated, and communicated to team members;
Ensure efficient processes are in place in order to process effectively all categories of bids and in order to ensure compliance with internal regulations and credit control requirements;
Ensure departments are meeting their own deadlines to conduct work efficiently and support sales and events calendar in an optimum fashion;
Ensure escalated issues are addressed, provide feedback, and implement process changes as appropriate;
Oversee statistical reporting including staff costs, overtime and statistics around visitors, enquiries and bids;
Proactively develop relationships and educate the wider business on client service and bids procedures, including staff in Operations, Specialists, Finance, etc. Create and implement a culture focused on client service across all levels of the business by designing training programs across all levels of the business;
Recommend initiatives, implement and surely monitor the implementation of these initiatives focused on improving client service for all clients at all levels of transactions;
Develop Bids Coordinator’s independence and self-sufficiency and champion her / his professional development. Ensure career progression;
Set goals and conduct annual performance review for Bids Coordinator;
Plan temporary resources as and if needed;
Act on the ground with the team in the following tasks : Manage client enquiries and maintain a good client relationship by seeing to clients’ needs;Create client accounts according to the latest standards of the guideline;Vetting of clients (KYC and AML checks as well as financial checks) with Legal and Client Account team;Verify and update client accounts and information;Act as a liaison with the departments on behalf of clients;Process online, telephone, and absentee bids;Organize telephone bids allocation;Prepare the Auctioneer’s and Clerk’s book and support the auctioneer throughout sales;Generate online bidding interests for specialist department’s interest meeting;Manage the Bids Department during sales;Understand all auction room roles, with the ability to act in these roles at the last minute;Responsible for client database information accuracy, including quality control and training;Responsible for Phillips Live Online Auctions customer support;Responsible for organizing auctioneer training;Responsible for staffing of auction room and providing training to clerks;Assist with all post-sale responsibilities and reports;Assist with other departments in the company during non-auction periods;Other duties as assigned by manager.

Post-Sale Operations

Collaborate with the Head of Service Operations to create the Post-Sale team, including defining roles and responsibilities;

Design and implement comprehensive processes for post-sale operations, ensuring alignment with organizational goals;

Develop and maintain SOPs that guide the post-sale team in delivering consistent and high-quality service;

Manage team scheduling to ensure adequate coverage and responsiveness to customer needs;

Provide regular updates to senior management on team performance, challenges, and opportunities for improvement;

Serve as the point of escalation for issues that arise, addressing them promptly and escalating to the Head of Service Operations as necessary;

Regularly assess and refine processes and procedures to enhance service delivery and operational efficiency;

Monitor team performance against KPIs and operational metrics; implement strategies for improvement as needed;

Ensure effective communication with customers post-sale to resolve issues and gather feedback for continuous improvement;

Identify training needs and facilitate the development of team members to enhance their skills and performance;

Provide regular updates to senior management on team performance, challenges, and opportunities for improvement;

Cooperate with overseas Bids and Post Sale Teams to support best practices, ensure consistent client experience, and achieve global alignment in service strategy and technology applications.

Act on the ground with the team in the following tasks :

Oversee the post-sale process, ensuring the efficient and accurate completion of all sales transactions;

Oversee the issuing of all post-sale related client output, i.e. invoices, shipping quotes, pro-forma invoices etc.;

Maintain clear and regular communication with clients post-sale regarding delivery schedules, payments, and any post-sale inquiries or issues;

Collaborate with shipper to ensure timely and secure shipment of items to buyer;

Maintain detailed records of all post-sale activities, ensuring accuracy and confidentiality;

Work closely with team members to ensure smooth coordination of lot release / collection to clients;

Provide training and support to team members to improve efficiency and client satisfaction.

Professional Skills and Experience

Professional experience in an auction house setting – ideally within a team closely aligned to the bids & post-sale service department

Strong organization and leadership skills

Computer literate (e.g. MS Office Suite and Outlook)

Proficiency in relevant software and auction systems

Education and Training

Bachelor’s degree or equivalent work experience

Fluent English, Cantonese and Mandarin (spoken and written)

Personal Attributes

Excellent communication and client service abilities

Strong attention to detail

Ability to communicate in a professional manner with a wide variety of people including superior written communication

Ability to prioritize effectively and adjust with change

Ability to work to strict deadlines and in high pressure situations

Ability to work individually on own initiative and as part of a team

Ability and desire to learn Phillips’ internal processes and systems

Interest in improving efficiency of systems

Working Conditions

Work is undertaken within an office environment

Ability to work evenings and weekends as necessary during auction seasons

Additional Info

Interested parties please apply and send your Full resume with expected salary to us by clicking "Apply Now".

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Manager • Hong Kong