About Del Dotto:

Del Dotto Family Wineries & Caves is a second-generation, family-owned Napa Valley winery known for our world-class wines and unmatched cave barrel tasting experience. We produce exclusive small-lot wines from estate vineyards across Rutherford, Oakville, St. Helena, Howell Mountain, Pritchard Hill, and the Sonoma Coast. Our two cave tasting locations, Del Dotto Estate in St. Helena and Piazza Del Dotto in Yountville, host members and guests for one-of-a-kind cave barrel tasting experiences that have built a passionate, loyal following.

We are a close-knit team where every role contributes directly to the member experience. Most of our office team has been with us 15 to 20 years, and we are looking for someone who wants to make a similar long-term home with us. We are filling this role to replace a team member who is retiring after 19 years with us.

About the Role:

* The Customer Service Associate is the friendly, knowledgeable voice members hear when they call to place orders, check on shipments, or ask for wine recommendations. This is a desk-based, office role focused on member care, order management, and shipping resolution.
* Wine knowledge is a major asset in this role. Members regularly call to place orders and ask for recommendations, and you will need to confidently guide them through our portfolio, suggest wines based on their preferences, and speak knowledgeably about our vintages and tasting profiles. Prior wine industry experience is a significant plus. * Candidates without wine industry experience will be considered if they bring genuine wine passion, a strong willingness to learn the portfolio quickly, and outstanding customer service instincts.
* This is a quiet, focused, in-office role. You will spend the day at a desk and on the phone, with significant direct member interaction. The right person is confident speaking with all types of members, including those who are occasionally upset or demanding, with patience and professionalism.

What You'll Own:
•  Take wine orders by phone, email, and web chat, including making personalized recommendations based on member preferences and our current releases
•  Speak confidently and knowledgeably about our wines, vintages, and tasting profiles with members and guests
•  Respond to member inquiries by phone, email, and RedChirp web chat in a courteous and professional manner
•  Process orders in Commerce7, including online, tasting room, corporate, wholesale, and pickup orders
•  Make corrections to orders, revise invoices, and set up new accounts and item codes
•  Manage shipment scheduling, data entry, and coordination with our warehouse and shipping partners (UPS, FedEx, third-party shippers)
•  Handle international and third-party shipping orders
•  Research and resolve order issues including delivery problems, replacement bottles, inventory discrepancies, and shipment delays
•  Manage UPS and FedEx claims and damaged shipment cases
•  Process returns and coordinate left-behind item mailings
•  Maintain and monitor the customer service, shipment, and pickup email inboxes; track and report on order cancellations
•  Communicate with tasting room staff on weather updates, shipment status, and order corrections; provide back-up support as needed
•  Cross-train and provide back-up coverage in reservations, Wine Club, and other office areas as needed

What We're Looking For:

•  Wine industry experience strongly preferred (tasting room, wine club, DTC customer service, or similar)
•  Strong wine knowledge with comfort discussing wines, vintages, varietals, and pairings
•  Genuine love for wine and willingness to deepen your knowledge of the Del Dotto portfolio
•  Excellent interpersonal, verbal, and written communication skills
•  Strong people skills with the ability to de-escalate challenging conversations and engage frustrated members with empathy and professionalism
•  Detail-oriented self-starter who can take direction and execute reliably without micromanagement
•  Comfortable on the phone for significant portions of the day
•  Strong organizational skills with the ability to manage priorities and multitask
•  Team player willing to cross-train and help across multiple back-office areas
•  Enjoys a quiet, in-office environment, working at a desk and computer during normal business hours
•  Looking for a long-term home, not a stepping-stone role

Nice to Have:

•  WSET certification, sommelier credential, or equivalent wine education
•  Hands-on experience with Commerce7, RedChirp, ShipCompliant, or WineShipping
•  Background in luxury hospitality or premium DTC brands

The Details:

•  Compensation: $30.00 to $33.00 per hour, depending on experience
•  Full-Time, Monday through Friday, 8:30 AM to 5:00 PM, in-office at our Napa Airport offices
•  Benefits include health insurance, paid time off, 401(k) matching, wine allocation, and weekly Friday team wine tastings
•  Reports to ownership; works closely with the Office Manager and broader office team

How to Apply:
Please submit your resume and a brief cover letter telling us why this role and Del Dotto specifically appeal to you, and what draws you to wine. We read every cover letter, and a thoughtful one stands out.