Client Services Supervisor, NY

New York Client Services Supervisor

Bonhams is a global auction house with an 18th century heritage poised for transformative change. Our global operations are based in London, Paris, New York, Los Angeles and Hong Kong where we sell in over 60 categories, including motor cars, paintings, jewelry, and entertainment memorabilia.

Our employees are passionate about their work, and we pride ourselves on a bespoke approach that aims to make every client feel important. It is an exciting time for our business and our global leadership team of art world professionals are now ready to for a People focused team to help them develop their talent strategy, strengthen our people brand globally, build organizational capability and drive process improvement.

Bonhams is an Equal Opportunity Employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.

About the Role

The New York Client Services Supervisor leads the Client Services team and oversees all pre- and post-sale client activity to ensure a seamless auction experience. The role is responsible for daily operational management, including bidder registration, phone and absentee bidding, cashiering support, and live auction coverage, while ensuring transactions are executed accurately, efficiently, and to the highest standard of service.

Acting as a key escalation point for complex client and post-sale issues, the Supervisor partners closely with Specialists, Operations, Credit Control, Legal, and external logistics providers to resolve issues and optimize the clients' journey. This role drives service excellence, operational efficiency, and continuous improvement across processes, team performance, and cross-functional coordination in a fast-paced auction environment.

Key Tasks and Responsibilities

• Manage and lead the performance of the NY Client Services team
• Oversee pre-sale and live auction client service functions, including bidder registration, phone bidding coordination, absentee bidding, cashiering support, and auction coverage
• Act as the primary escalation point for complex client matters, including shipping disputes, payment issues, release discrepancies, and time-sensitive client resolutions
• Oversee post-sale client experience for high-value and VIP transactions, ensuring seamless coordination among Specialists, Operations, Credit Control, and external logistics providers
• Partner closely with Operations team to proactively resolve logistical bottlenecks, warehouse constraints, release challenges, and vendor performance issues impacting the client experience
• Monitor and manage third-party vendor relationships, including fine art shippers and logistics providers, ensuring service quality, responsiveness, accountability, and alignment with Bonhams standards
• Partner with Legal and Compliance teams to ensure KYC, payment verification, and client onboarding processes are completed accurately and in accordance with company policies
• Lead resolution strategies for sensitive client escalations with professionalism, discretion, urgency, and commercial awareness
• Anticipate operational risks during high-volume sale periods and implement contingency plans to minimize disruption to clients and internal teams
• Ensure timely and accurate communication to clients throughout all stages of their journey
• Monitor client service performance metrics and team workflows to identify trends, improve efficiencies, and uphold service standards
• Support oversight of lot release processes and collections to ensure compliance, security, and exceptional client service standards
• Drive accountability to ensure deadlines, SLAs, and client commitments are consistently met
• Identify recurring operational pain points and partner with leadership to implement scalable process improvements and service enhancements
• Support and oversee offsite auctions, marquee sales, and special events requiring elevated operational coordination and client support
• Manage weekly team scheduling, staffing allocation, timecard oversight, and assignment coordination across previews, auctions, phone bidding, sale liaison coverage, front-of-house support to ensure seamless execution and exceptional client service
• Oversee hiring, onboarding, training, and ongoing development of Client Services staff, fostering a high-performing, collaborative, and client-focused team environment
• Maintain training tools to ensure team and new starters have relevant and latest training content

Additional Responsibilities

• Oversee front-of-house operations, ensuring client-facing areas are professional, welcoming, and properly staffed
• Ensure visitors, buyers, and sellers are greeted promptly and directed to the appropriate departments by Client Services team
• Maintain awareness of auction, preview, valuation, and event schedules to support team coordination and client communication
• Oversee client inquiries across phone, email, and in-person channels, ensuring timely and professional responses
• Maintain accurate client accounts, payment records, and compliance documentation within internal systems
• Ensure proper handling and retention of registration forms, bid forms, auction logs, payment records, and collection documentation
• Oversee cashiering functions, including invoicing, payment reconciliation, rebilling, and coordination with Credit Control
• Safeguard confidential client and company information in accordance with company policies and data protection requirements
• Support implementation of new processes, systems, technologies, and operational initiatives across the Client Services team

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

Key Skills and Attributes

• Proven experience leading client-facing teams within a fast-paced environment
• Strong communication, problem-solving, and interpersonal skills
• Calm, professional, and solutions-oriented under pressure
• Ability to build effective relationships across departments and with high-value clients
• Adaptable, detail-oriented, and hands-on approach to leadership
• Proficiency in Microsoft Office and client management systems
• Flexibility to support evenings, weekends, previews, offsite auctions, and special events
• Knowledge of the auction industry, luxury client service, and post-sale operations preferred
• Interest in the art market and auction industry preferred; foreign language skills are a plus

Travel Expectations

• Some travel required to other offices in Massachusetts and California
• Frequent travel required for off-site auctions

What We Offer

In addition to an active and progressive work environment, Bonhams offers a competitive benefits package to encourage work/life balance, including:

• Excellent medical, dental and vision insurance HMO, EPO, PPO with FSA and HSA
• 20 days paid time off (PTO)
• 12 paid holidays and holiday break from Christmas to New Years Day
• 16 weeks fully paid parental leave (after one year) and flexible work arrangements
• 401(k) retirement plan with company contribution (after one year)
• Life insurance with AD&D
• Short- and long-term disability
• Tuition reimbursement
• Commuter benefits (transit and parking)
• Employee assistance program (EAP)
• Professional development: free online training and expansive content library
• Employee resource groups: social club, diversity committee, mentorship program
• Sponsored socials: annual staff art exhibition, annual summer and holiday parties, monthly birthday treats, weekly breakfast

$65,000 - $80,000 annually, DOE