At The Wine Group we are passionate about our people, our future and our wine. We are America’s second largest wine producer by volume with over 1,200 employees globally across 12 locations in California, New York and Australia. We are proud to be responsible for many of America’s most beloved wine brands, including Cupcake, Franzia, Chloe, Concannon, Benziger, Imagery, AVA Grace, 7 Deadly and more. We are dedicated to our culture built on values like entrepreneurialism, innovation, social responsibility and stewardship. To learn about us and our career opportunities, check us out at www.thewinegroup.com and then come join the exciting journey at The Wine Group.
JOB SUMMARY
Under the direction of the Sr. Direct Sales and Logistics Manager, the Customer Service Associate is responsible for being a proactive member of Benziger Family Winery and Imagery Estate Winery Direct Sales and Wine Club team. Responsibilities for this role include customer service and order processing via telephone/email, inputting and updating member and customer information within our database, and other administrative tasks. The position provides best in class customer service and interfaces with customers daily and has a track record of success in selling wine and memberships directly to consumers over the phone, email, or in person. The position requires flexibility and must be willing to work occasional after hours for Wine Club events. The ideal candidate will have excellent organizational skills, accuracy, attention to detail and excels at managing their own time. The base compensation is very competitive and is further enhanced by a generous wine club and sales incentive bonuses.
ESSENTIAL FUNCTIONS
Generate sales through in-bound calls and emails. Leverage customer service interactions into selling opportunities.
Provide best in class customer service and sales to customers.
Resolve customer issues regarding shipments and Wine Club experiences, including making special arrangements, in a mature and professional manner.
Nurture customer relationships through phone and email correspondence. Gather insight from customer interaction to help develop new products, services, and customer benefits.
Serve as liaison between the Direct Sales Department and the Tasting Rooms, ensuring high quality customer service for our shared customers.
Provide comprehensive Wine Club training to new hires.
Assist with hosting Wine Club and Tasting Room events.
Provide support for Wine Club Membership retention and growth.
Maintain database of customer contacts and ongoing customer data maintenance.
Contribute creative ideas for sales promotions, Club acquisition, retention strategies and future Club benefits.
Assist in proofing email communications and wine club newsletters.
Administrative functions including data entry and event ticket processing.
Project a professional company image through in-person, phone, and email interaction.
Minimal amount of packing and shipping required.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.
QUALIFICATIONS
Must be 21 years of age or older.
Bachelor’s Degree preferred.
Minimum of two years in customer service or marketing experience or minimum of two years in direct to consumer wine experience preferred.
Provide excellent verbal and written communications to all levels of management, both internally and externally.
Knowledge of the wine industry, including systems such as eCellar, ShipCompliant, and Wineshipping a plus.
Previous tasting room and wine club experience a plus.
Ability to work weekends, weekdays, holidays, and some evenings.
Must be highly proficient in Microsoft Excel, Word, Outlook, the Internet and have strong computer aptitude.
Ability to learn new software.
Discretion with confidential information.
Must have ability to multitask, work well under pressure and be able to adhere to strict deadlines.
Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Excellent organizational and interpersonal skills with attention to detail.
Work independently within set guidelines.
Demonstrate reliability and punctuality, work effectively in team/crew environment, adherence to all safety regulations and operating procedures.
PHYSICAL DEMANDS
Position operates in a professional office environment.
Working environment has exposure to both indoors and outdoors.
Ability to perform tasks requiring bending, stooping, standing, and twisting in the performance of various tasks.
Must be able to lift and carry weights of up to 50 pounds at varying frequencies.
Ability to stand for long periods of time.
At The Wine Group, we are proud to be an equal opportunity employer and we are committed to an environment of mutual respect, diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or other characteristic protected by law.
