This role contributes the growth of CHANDON Wine Club's and DTC business goals by providing exceptional member service, managing critical operational tasks, and supporting growth initiatives, fostering a loyal and satisfied membership base.

Sales, Knowledge, And Promotion:
Provide outstanding customer service to all guests and members.
Maintain current and comprehensive knowledge of all Chandon offerings, including wine, experiences, and the winery's history.
Support ongoing team training on club programs, discounts, offers, and shipment schedules to ensure consistent and accurate messaging.

Membership Operations and Service Administration:
Maintain the membership database: Accurately update member details and notes, audit new applications for errors, and ensure secure filing of documents.
Conduct proactive member outreach: Welcome new members and gather feedback from existing members to build strong, lasting relationships.
Liaise with outsourced customer service: liaison with client services team and external teams, assisting with membership processing, payment updates, and complex inquiries.
Resolve order issues: Collaborate to proactively identify and resolve issues that may delay orders (e.g., inventory holds, compliance failures, payment declines).
Support club operations: Assist with club-related projects as required.
Function as a club systems and processes lead, delivering training, troubleshooting issues, and driving continuous improvement initiatives for club membership operations across internal and external customer facing teams.

Hospitality And Member Acquisition:
Provide exceptional in-person service to winery guests and members, building rapport throughout the guests visits and experiences
Fulfill club orders and prepare gifts: Create and assemble club pickup orders and welcome gifts. Assist the retail team with order pickups.
Promote the Wine Club: Educate guests about the Wine Club and present compelling offers. Support club functions, special events, pick-up parties, and on-site events.
Assist in Club Lounge service: Collaborate with the hospitality team to welcome, seat, and serve wine to members in the Club Lounge, help with club questions or issues, help close out club sign ups, ensuring top-tier service.

Miscellaneous:
Assist with any department-related tasks or projects and other duties as assigned.

Work Environment:
General office environment
Consumer Facing and Hospitality Oriented Position - Customer Service Sales | Fast Paced Learning Environment
Requirements

Education:
High school graduate required
Associates degree preferred

Languages:
English required

Professional experience & know-how:
Minimum 2 years of experience working in a customer-facing role, providing exceptional service and building lasting relationships with demanding clientele.
Demonstrated passion for wine and luxury goods, with a willingness to develop in-depth knowledge of Chandon's portfolio, history, and brand values.
Proven sales ability, with a capacity to identify customer needs and create unique wine sales and promotional opportunities. .
Direct-to-consumer (DTC) Experience including the ability to deliver a sales experience, problem-solve effectively and implement/suggest new sales and customer experience processes.
E-Commerce experience with the ability to extract, interpret, monitor, and optimize key trends as well as oversee general website performance.
eCommerce experience a plus

Technical & management skills:
Exceptional customer service skills, encompassing a high degree of professionalism, empathy, active listening, and conflict resolution.
Inbound and Outbound phone, e-mail and in-person and the ability to deliver a personable interaction and build or maintain on-going relationships.
Proven ability to independently manage several projects utilizing exceptional time and prioritization skills.
Skilled in eCommerce and Club Tools or systems and have a passion for understanding overall system functionality.
Proven proficiency running reports from Salesforce, VIN65 and/or Commerce7 customer relation platforms.
Ability to interpret data, provide strategic and critical thought, monitor monthly progress and identify future customer experience or system needs.
Demonstrated proficiency in MS Office products and experience with project management and executive summary creation.
Experience in Data Entry and the ability to review for accuracy and effectiveness.

Personal & interpersonal skills:
A friendly spirit and a passion for working with people and the ability to maintain grace under pressure when providing a world-class customer journey.
Proven ability to interact with customers to understand their product or service needs, ability to assess if all available resources are being utilized effectively or provide feedback for improvement.
Skilled at time management, prioritization and goal setting to achieve both personal and organizational goals in an effective and efficient manner.

Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Wellness Resources
Hybrid (4 days in office, 1 day work from home)