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DTC Wine Club Membership Associate

Markham Vineyards

St. Helena, CA

Job Description:

Role Purpose:
Main point of contact for Member Customer Service for Markham Vineyards and TEXTBOOK. This role will work in partnership with the Membership Manager to ensure Members are provided with the highest level of service and engagement in order to increase Member retention.

Member Support and Engagement:
* Respond to all Member emails and voicemails in a timely manner
* For all new members, send personal welcome email and encourage them to visit the website and activate their online account
* 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
* Support members/consumers through the shipping process until after delivery is completed
* Attend Member events

Membership Operations Support:
* Schedule and process club shipments
* Actively resolve orders with shipping errors
* Complete database clean-up projects as needed
* Process optional shipments
* Redirect, and rectify shipment returns for all DTC shipments
* Maintain information and functionality for all orders—quarantined, will call conversions, and other issues
* Oversee Will Call inventories
* Maintain monthly Membership sign up report for TR staff

Knowledge & Experience:
* 2-5 years of experience in customer service administration in wine industry and/or retail
* Wine Club or other loyalty program experience
* eCommerce experience preferred
* Computer programs: Microsoft Office (Word, Excel, etc.)
* Mechanics of direct sales channels (e-commerce, tasting room and wine club)
* College degree preferred

Skills:
* Problem solving: holistically understand and solve customer concerns and provide appropriate solutions for customers
* Verbal and written communication skills: engage and assist customers with positive approach
* Detail oriented
* Flexibility & Collaboration: evolve with the growing environment, open to new opportunities
* Initiative: understand daily tasks and take action without being asked
* Accountability: take responsibility for actions, learn from experiences and discover issues to be improved

Additional Information:

Job Posted:
Monday, March 23rd
Type of Work:
Full Time

Contact Information:

Markham Vineyards
Brigid Harris