Position Summary
Under the guidance of the Wine Club & Loyalty Senior Manager this position primarily serves as an estate-based wine club administrative teammate, that works closely with both centralized and estate stakeholders, supporting all aspects of our wine club with particular focus on providing excellent care to our members. With both administrative and some customer facing duties, the ideal candidate is skilled in customer service, time management and prioritization. Exemplary communication and organizational skills, a professional demeanor and a service heart are required to ensure all interactions with internal and external stakeholders reflect our brand standards and company values.

Essential Duties & Responsibilities
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.

Member Customer Service
-Graciously and promptly respond to customer inquiries both onsite and via telephone, email or written correspondence in a timely manner, up-selling wherever appropriate.
-Assist with customer service and execution of wine club seasons including wine customization, pre- and post-shipment email notifications, and will-call activities.
-Provide phone support to reservation line during peak call volume
-Outreach for customer Loyalty – connecting with identified buyers (high or frequent purchasers, customers at risk, etc.)
-Provide support in processing club member donation requests

Wine Club and Estate Administration
-Maintain membership and mailing list database, including accurate and timely data entry of all new member signups, upgrades/downgrades, changes of address, etc. transpiring at the estate.
-Monitor website signups and code source accordingly in CRM system. Reach out proactively to these new members to welcome them and learn what inspired them to join the wine club.
-Work with Inventory & Logistics Specialist to process re-routes, re-shipments and other logistical needs to ensure members receive their wine in a timely fashion at the correct delivery address.
-Provide in-house shipping support for club, POS, and web-based orders by collecting inventory, assembling packages, and facilitating order reconciliation and closure of the in-house orders on a weekly basis.
-Conduct proactive outreach to resolve declined credit cards and open will call orders and execute member welcome calls and birthday/anniversary mailings.
-Oversee all will call orders. Includes packaging will call orders, monitoring inventory, and closure of will call orders in a timely manner.
-Possess commanding knowledge of brand, wines, vineyards, tasting room and wine club offerings, etc. to provide factual and compelling information to customers, as well as a commanding knowledge of POS and CRM database systems to provide thorough and accurate transactions and customer support.
-Maintain and add provide monthly reporting for conversion by experience to Director, Estate, and Portfolio.


Hospitality and Events
-Provide staffing support for club on-site events by being present, facilitating order processing, and closure of club will calls during pick up events. Assist with event set-up, break-down and execution.
-Support pre-event preparation and communications for key wine club events and programs.
-Shares club best practices with hospitality teammates, participate in daily team pre-shifts to communicate wine club goals, programming, updates, and best practices.
-Act as a wine club resource, serving as the primary liaison for all club related questions and issues from teammates.
-Review Tock reservations in advance to identify wine club members and VIP guests.


Qualifications
-Bachelor’s degree (B.A.), the equivalent of three years related experience, or the equivalent combination of education and experience.
-3+ years’ experience in wine club and/or customer service positions.
-Knowledge of wine and DTC (Direct to Consumer) sales practices.
-Working knowledge of wine club management systems and ecommerce platforms (Wine Direct, formerly Vin65, preferred).
-Familiarity with compliance guidelines and the Ship Compliance portal preferred.
-Excellent customer service and interpersonal skills.
-Excellent written and oral communication skills.
-Ability to handle customer service complaints and find effective resolutions.
-Ability to assist customers with web navigation and online account management.