Customer Service & Email Communications Specialist

We are a growing fine art gallery specializing in curated exhibitions, private collectors, commissioned artwork, custom framing, and art consulting services. Our gallery works with emerging and established artists, interior designers, and collectors worldwide. We pride ourselves on delivering exceptional artwork and an equally exceptional client experience.

We are seeking a highly organized, articulate, and customer-focused Customer Service & Email Communications Specialist to manage client correspondence, inquiries, and administrative communication workflows.
⸻
Position Overview

The Customer Service & Email Handler will serve as the primary point of contact for collectors, artists, interior designers, vendors, and general inquiries. This role requires professionalism, attention to detail, strong written communication skills, and the ability to manage high volumes of emails while maintaining brand tone and client satisfaction.

You will be responsible for ensuring timely responses, accurate information delivery, order coordination, and maintaining a seamless communication experience across all platforms.
⸻
Key Responsibilities

Email & Inbox Management
• Manage shared inboxes (Gmail/Outlook)
• Respond to client inquiries regarding:
• Artwork availability
• Pricing & quotations
• Commission requests
• Shipping timelines
• Framing options
• Exhibition details
• Organize inbox using labels, filters, and priority flags
• Draft professional responses aligned with gallery branding
• Escalate high-priority or sensitive matters to management
• Maintain response time within 12–24 hours

Customer Service Support
• Provide exceptional service to collectors and artists
• Assist with order confirmations and follow-ups
• Track artwork purchases and coordinate delivery updates
• Handle client concerns professionally and diplomatically
• Process refunds or service adjustments when necessary
• Maintain long-term relationships with repeat collectors

Administrative & Documentation Duties
• Update CRM systems with client details
• Maintain organized records of:
• Sales transactions
• Client communications
• Commission agreements
• Consignment contracts
• Prepare invoices and payment reminders
• Coordinate payment confirmations with accounting/bookkeeping team
• Maintain organized Google Drive or Dropbox folders

Platform & Communication Tools
• Manage communication via:
• Email
• Website contact forms
• Social media messages (Instagram/Facebook)
• Online gallery platforms (e.g., Artsy, Shopify, Squarespace)
• Coordinate with shipping vendors for tracking updates
• Use project management tools (Trello, Asana, ClickUp, etc.)

Reporting & Metrics
• Track response times and client satisfaction
• Prepare weekly summary reports of inquiries and conversions
• Monitor frequently asked questions to improve templates
• Assist in developing automated email templates & SOPs

Required Skills & Qualifications
• Excellent written and verbal English communication
• experience in customer service or administrative support
• Professional email etiquette
• Strong organizational and multitasking abilities
• Familiarity with CRM systems
• Experience using Google Workspace or Microsoft Office
• Ability to handle confidential client information
• Strong problem-solving skills
• High attention to detail

Preferred (But Not Required)
• Experience working in:
• Art galleries
• Interior design firms
• Luxury retail
• Creative industries
• Familiarity with artwork shipping logistics
• Understanding of art terminology (originals, limited editions, prints, consignments)
• Experience with Shopify or art marketplace platforms
• Basic bookkeeping knowledge