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Logistics and Customer Care Associate

Crimson Wine Group

Napa, CA

Job Description:

COMPANY BACKGROUND
As owners of exceptional vineyards in premier wine growing regions, Crimson Wine Group is committed to crafting benchmark wines for the pleasure and benefit of those we serve.

Using our three strategic pillars of quality, focus and growth as guides, we seek to enrich lives through uniquely wonderful wine experiences.

Our properties include Pine Ridge Vineyards (Stags Leap District, Napa Valley); Seghesio Family Vineyards (Sonoma County); Archery Summit (Dundee Hills, Willamette Valley); Chamisal Vineyards (Edna Valley, Central Coast); Double Canyon (Horse Heaven Hills Washington); Seven Hills Winery (Walla Walla Valley, Washington); and The Estates Wine Room (Seattle, Washington).

Crimson Wine Group is a publicly held company and all the wineries are 100% owned and managed. These wines are sold nationally, and many are exported and sold around the world with a focus in Canada and Europe.

POSITION DESCRIPTION
The Logistics and Customer Care Associate is responsible for the majority of logistics tasks for Crimson Wine Group direct sales. The Associate will supervise the fulfillment process, working directly with both the customer and the fulfillment warehouse to ensure timely and accurate delivery, as well as serve as the primary customer contact for online ordering and direct sales fulfillment. The Associate will also assist as needed in the execution of direct sales and aid the successful launch of all e-commerce and omni-channel sales campaigns.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes, but not limited to:

Client Services and Sales
-Serve as the primary customer service contact for online orders, campaign and fulfillment questions, providing timely and professional customer communication via phone and email.
-Assist with order processing.
-As a team member of the ecommerce sales channel, this position will be responsible for helping our department meet sales goals. Utilizing knowledge of our brands, products and customer data (CRM), address customer needs while giving proactive wine recommendations specific to our customers’ interests.

Order Processing and Logistics
-Compliance and fulfillment of all multi-brand, shareholder, Board of Director, third-party, employee and telesales orders.
-Review daily web, email and phone orders for accuracy and compliance, and upload orders from Ship Compliant to Wine Direct portal.
-Manage special delivery requests and troubleshoot rejected orders to rectify all issues preventing deliverability from process to confirmed delivery.
-Serve as primary contact for our fulfillment company.
-Code and track shipping invoicing.
-Manage inventory and packaging needs for department’s sales campaigns.

Ecommerce and Digital
-Manage product setup and compliance for eCommerce campaigns, requesting SKUs as needed, managing inventory numbers and locations.
-Serve as digital marketing back-up, assisting with miscellaneous design projects.
-Data entry and mailing list maintenance.
-Cross-train and assist department as needed with e-commerce campaign setup, metrics, promotion and fulfillment.

EDUCATION, TRAINING, AND OTHER REQUIREMENTS
-Bachelor’s degree (B.A.), the equivalent of three years related experience, or the equivalent combination of education and experience.
-Knowledge of wine and DTC (Direct to Consumer) sales practices.
-Working knowledge of ecommerce cart management and customer management systems (CMS) (Wine Direct, formerly Vin65, preferred).
-Familiarity with compliance guidelines and the Ship Compliance portal preferred.
-Familiarity with Adobe Creative Suite and / or other photo editing software preferred but not required.
-Strong understanding of web environments, ecommerce, email marketing and the other communication methods our target consumers utilize.
-Skill to manage multiple projects and sales initiatives over various computing and web-based platforms.
-Ability to interact comfortably and eloquently with the public via phone, email and other methods in an efficient, positive and brand-appropriate manner.
-Strong organizational, problem-solving, and analytical skills demonstrated by the ability to make timely and sound decisions.
-Commitment to excellence and high standards.
-Acute attention to detail, particularly in written communication.
-Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
-Intermediate to advanced proficiency in Microsoft Windows (Word, Outlook, PowerPoint and Excel) is required.
-Able to lift and carry 40lbs for short periods.

Additional Information:

Job Posted:
Monday, July 2nd
Type of Work:
Full Time
Job Category: