POSITION: Fulfillment Specialist

CLASSIFICATION: Non-Exempt | Part-Time
REPORTS TO: Hospitality Manager

GENERAL SUMMARY The Fulfillment Specialist is responsible for all aspects of wine shipping, fulfillment, inventory management. This role organizes direct-to-consumer and wholesale wine shipments, processes purchase orders for wholesale & DTC, manages restocking across the tasting room, cold room, and wine club, and aids in the resolution of customer service issues. The Fulfillment Specialist manages inventory of wine and packaging materials and utilizes a variety of technology-based systems to track and process orders with precision.

A constant focus on increasing operational efficiency and clearly communicating best practices to the internal team is expected. This position may also be called upon to support the Hospitality Team with event operations.

ESSENTIAL FUNCTIONS: FULFILLMENT & SHIPPING

Order Processing & Shipment Management
1. Manage relationships with transportation providers, vendors, customer service contacts, and others to resolve shipping issues
2. Assist customers with routine problem-solving including discrepancies, damaged product, missing shipments, and late deliveries; facilitate timely resolutions
3. Build, schedule, and track all inbound and outbound shipments in a cost-effective manner, in accordance with customer needs and production capabilities
4. Maintain clear communications and updates with customers, sales team, carriers, and management on order status
5. Process and enter all work orders and customer purchase orders accurately
6. Maintain logistics shipping and receiving reports
7. Resolve carrier discrepancies in a timely manner
8. Process orders with handwritten or custom printed notes, ensuring accuracy and care in fulfillment
9. Complete miscellaneous projects and tasks as assigned by direct supervisors
10. Perform administrative functions including data entry, filing, and maintenance of department spreadsheets
11. Proactively problem-solve and communicate with appropriate departments when product or customer service issues arise
12. Follow up on order and shipping errors to ensure accuracy and customer satisfaction
13. Manage return and reclaimed wines back to the winery
14. Collaborate with the Hospitality Team to ensure fast and accurate processing of orders
15. Investigate processing and customer problems and provide strategic solutions Special & Off-Site Event Shipments
16. Coordinate in-house shipping of wines for NVV events and off-site events (Moments at Home, wellness events, and similar); these shipments often require special labels or instructions and must be processed in-house

INVENTORY MANAGEMENT & RESTOCKING
Ongoing Inventory Counts
•  Conduct a full wine inventory count monthly
•  Conduct a retail merchandise inventory count mid-month
•  Conduct regular packaging material counts (branded boxes, shippers, and related supplies)
Restocking
•  Maintain and restock the tasting room with wine and supplies on an ongoing basis
•  Maintain and restock the cold room to support tasting room inventory and on-site wine sales
•  Ensure wine club inventory is adequately stocked in advance of billing and shipment cycles
•  Maintain clean and organized working and storage spaces throughout

WINE CLUB FULFILLMENT
Spring & Fall Release Cycles
•  Receive pallets of wine approximately one week prior to billing for each club release
•  Pack all pick-up orders (approximately 130 orders) within two weeks of processing, and prior to the pick-up party
•  Pack and ship all third-party shipping orders for the club (approximately 15 orders) immediately following billing
•  Receive additional wine inventory for release parties and set up accordingly
•  Assist during wine club pick-up parties to manage wine distribution and member experience
Holiday Gift Program - Once a year November
•  Coordinate and execute Wine Club Holiday Gift packing and shipment annually
•  Process labels and manage delivery to USPS; coordinate with WineShipping VAS or other vendors for packing support as needed to manage volume and cost

ADDITIONAL PROJECTS & SUPPORT
1. Assist with other special fulfillment projects as needed (gifting, event collateral, custom orders)
2. Support the Hospitality Team with basic event operations as directed

QUALIFICATIONS & REQUIREMENTS
•  Willingness to follow direction and learn new processes
•  Demonstrated accuracy and attention to detail
•  Demonstrated precision when working with described tools and systems
•  Ability to collaborate effectively within a team environment
•  Clear and efficient communication skills, both written and verbal
•  Positive attitude with strong critical thinking and problem-solving skills
•  Experience with Commerce7 and Microsoft Office Suite (Outlook, Excel, Word) and Google Chat/Email/Documents
•  Bilingual ability is helpful but not required
•  Valid California Driver’s License with a clean DMV record required
•  Must be able to stand and walk for extended periods of time
•  Must be able to regularly lift at least 50 lbs.

Eleven Eleven Winery •  elevenelevenwines.com