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Customer Service Representative

Ridge Vineyards

Milpitas, CA

Job Description:

OBJECTIVE: To provide an exceptional customer service experience to consumers and wine club members via telephone and email. Effectively facilitate positive customer relations through product education, order processing, customer service, and the sale of wine and wine club memberships. Review and troubleshoot customer problems and initiate action for replacement, return, and credits; or refer complex or difficult customer inquiries to the Manager for review and reconciliation.This position plays a key role in influencing the public’s perception of Ridge Vineyards, therefore, must possess excellent communication and customer service skills.


Order Processing and Membership:
--Thorough system understanding and ability to process customer sales (WiMs/Orion/Salesforce) including; accurately answering questions on current and past products, researching purchase and wine club history to target communications, accurately adding and adjusting customer profile information, and transacting orders
--Answer questions on our membership programs, process enrollments and update member records
--Customer outreach to maintain current record information
--Resolve membership program exception reports
--Investigate and resolve complex customer record and order issues utilizing Salesforce, WiMS, Fed Ex/UPS online tracking tools
--Work with team in completing the following projects but not limited to:
--Database clean-up projects
--Optional order processing

--Answer and route calls as appropriate
--Respond to voice and email messages in a timely manner

--Track and resolve shipping issues with warehouse staff
--Work with warehouse staff on special request orders
--Follow-up on returned shipments for immediate turnaround

--Facilitate key items during futures offering with DTC Operations Manager. For example:
•  Futures Address Correction Report
•  Mailings of invoices and letters
•  Shipping Category Report
•  Delayed futures shipment log
--Support warehouse to ensure all futures orders are shipped out accurately and on a timely manner

--Work with DTC Operations Manager to review and address shipping issues prior to start of season
--Responsible for contacting and processing orders for corporate customers
--Monitor and assure gift card sales and redemptions are documented accordingly

--Periodically work at both on and off-site events and tastings as needed

--Support in maintaining Ship Compliant portal up to date (licenses, registrations, products, labels, etc.)
--Provide Administrative support for the tasting room
--Monitoring and maintenance of marketing materials and non-wine items
--Document customer service policies and procedures for the Retail department
--Marketing and Wholesale project support as necessary

Performs all related duties as assigned.

Additional Information:

Job Posted:
Tuesday, February 13th
Type of Work:
Full Time
Salary Information:

Contact Information:

Ridge Vineyards
Human Resources