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Member Services Coordinator (Kosta Browne Winery)

Duckhorn Wine Company

Sebastopol, CA

Job Description:

Founded in 1997, Kosta Browne is one of North America’s most revered wineries, recognized for making some of the world’s finest Pinot Noirs and Chardonnays. Located in Sebastopol, Sonoma County, and guided by an acclaimed team, Kosta Browne makes appellation and single-vineyard wines from the most coveted cool-climate vineyards across California and is part of the Duckhorn Portfolio. We are elated to be expanding our team!

Duckhorn Wine Company has helped set the standard for American fine wine for four decades. Founded by Dan and Margaret Duckhorn with the launch of Duckhorn Vineyards in 1976, the Duckhorn luxury portfolio has evolved to include Decoy, Goldeneye, Paraduxx, Migration, Canvasback, Calera and Kosta Browne. Each winery has its own dedicated winemaker and focused winegrowing program. The portfolio encompasses five distinctive visitor centers, six state-of-the-art winemaking facilities, 300+ enthusiastic employees and 870 acres of acclaimed estate vineyards from California’s Central Coast to Washington State’s Columbia Valley. Limited quantities of all wines are available direct from the winery, throughout the United States, on five continents and in over 50 countries. For more information, visit DuckhornWineCompany.com.

SUMMARY: The Member Services Coordinator will be responsible for building and enhancing relationships with the winery's members and other VIPs. This position will interact with DTC managers, hospitality, marketing and winemaking to serve member needs. The Member Services Coordinator must possess a next-level desire to serve our members and share our wines along with a proven track record of hospitality, building customer relationships, communication skills, a problem-solving orientation, grace under pressure, and a love of fine wine.

This full-time position is located at Kosta Browne Winery in Sebastopol, California.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
•  (65%) Member Services & Communication
o Respond to member inquiries regarding orders, allocations, wines and other member requests, questions and concerns with caring and personal member services
o Act as critical ambassador for KB to communicate the unique KB member journey and experience, critical wine and vintage information, and recommendations
o Make tasting room and event reservations for members
o Talk to members who have not purchased and/or have not opened release emails in the hopes of increasing revenue
o Meticulously update member profiles with relevant information, both quantitative and qualitative
o Anticipate member needs and questions before releases go live and other initiatives are sent
o Actively seek and report on member insights that could spark improvements to service, conversion and retention
o Document and track monthly wait list signups and communicate progress to the team
o Liaise with customers when they have planned a visit to our property
•  (20%) Offer/Order Fulfillment
o Participate in email campaign testing and offer launch
o Process and manage orders, providing caring, high-touch, and personalized member service
o Filter and review all in-bound email order confirmations for missing information, compliance flags and comments needing attention or corrective action
o Provide fulfillment partners with information regarding redirects, address corrections and failed delivery attempts. Communicate corrective measures with members
o Coordinate with members and fulfillment house for pick up weekend during release
o Assist with inventory counts and movements as needed
•  (15%) Education & Events
o Continuously learn what makes our winery, winemakers, wines, vintages, vineyards and history unique
o Translate this in your own words and stories to our customers to build brand equity
o Represent the winery at on-site events, including on weekends and evenings

QUALIFICATION REQUIREMENTS:
•  Two years recent experience in a premium wine company with a focus on hospitality and member services
•  Exceptional communication skills – oral, written and interpersonal
•  Excellent attention to detail and ability to anticipate member needs
•  Ability to function independently and thoughtfully solve problems that positively affect the member experience
•  Flexible schedule that includes some nights and scheduled weekends
•  Computer proficiency: Microsoft Suite, Outlook, and Navision, as well as Figure, ShipCompliant or other CRM systems
•  Must be able to lift up to a case of wine or 50 lbs
•  Must be able to stand for prolonged periods of time; and ascend and descend stairs
•  Must have a clean DMV record, may drive company vehicles

Duckhorn Wine Company offers a highly competitive and comprehensive compensation and benefits package. Please respond with a resume and letter of introduction.

Additional Information:

Job Posted:
Friday, July 31st
Type of Work:
Full Time
Salary Information:
DOE