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Customer Service Specialist

The Duckhorn Portfolio

Napa, CA

Job Description:

The Duckhorn Portfolio family includes Duckhorn Vineyards, Paraduxx, Goldeneye, Migration, Decoy, Canvasback, Calera and Kosta Browne, each with its own dedicated winemaker. With more than 800 acres of renowned estate vineyards, along with grapes from the finest growers, each winery has a canvas of lots from which to blend its wines. Focused on optimal grape selection, innovative winemaking techniques and a premium barrel-aging program, the Duckhorn Portfolio is founded on a pioneering spirit and unwavering commitment to quality. The only American wine portfolio in this century with two Wine Spectator “Wine of the Year” winners in its portfolio, the Duckhorn Portfolio wines are available throughout the United States, on five continents, and in over 50 countries.

SUMMARY: The Customer Service Specialist assists in the execution of Duckhorn Portfolio best-in-class customer service in the Direct-to-Consumer (DtC) channel.
This role specifically focuses on facilitating service to the Duckhorn Portfolio member and customer groups for orders generated by the wine club, phone sales and visitor centers. The Customer Service Specialist position requires strong attention to detail, excellent communication skills and ability to multitask while providing excellent service to both internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Club Member and Customer Sales and Service (60%)
•  Serve as a point person for all DP order inquires and customer service requests
•  Oversee order changes and customer requests in a timely and courteous manner
•  Engage club members and customers on the phone, over email and in person in a professional and courteous manner
•  Utilize CRM tools during customer interactions to increase order satisfaction and value
•  Provide technical and/or product-related information to both internal and external customers
•  Ensure that customer and member data is accurately captured and maintained
•  Contribute to CRM development by creating and maintaining relevant customer profile notes on a consistent and ongoing basis
•  Engage customers regarding expired credit cards, will-call orders and shipping compliance
•  Provide inbound customer call and email support in the execution of marketing campaigns and programming such as holiday gifting and seasonal new releases
•  Act as back-up for processing of web store orders
•  Responsible for order quality assurance in all DtC channels
•  Actively participate in ongoing wine club member retention initiatives
•  Serve as back up for club batch processing

Fulfillment Operations and Compliance (30%)
•  Ensure that all work regarding consumer sales, shipping and service is done in complete compliance with alcohol shipping laws
•  Serve as a key contact and troubleshooter for inquiries regarding order fulfillment
•  Execute the daily transmitting of order data to DtC warehouse/shipping team
•  Process returns and initiates reshipment and/or refunds for customers and members

Hospitality and Hosting (10%)
•  Participate in hosting club members for private and public events and tasting experiences, both on and off-site, when needed
•  Support visitor center teams with information regarding customer will-call and shipped orders
•  Provide training support for hospitality teams consumer and wine club initiatives and programs
•  Assists in development & execution of both on and off-site club and consumer events

QUALIFICATION REQUIREMENTS:
•  Experience with Wine Direct software/Vin65 and Microsoft RMS a plus
•  Computer proficiency: Microsoft OS – Outlook, Excel and Word
•  Three years premium wine sales (or other premium consumer product) capacity with an emphasis on exceptional customer service
•  Excellent attention to detail and ability to anticipate customer needs and respond appropriately
•  Passion to serve internal and external customers in a confident and professional manner
•  Ability to function independently and make empowered decisions that positively affect the customer’s experience within compliance
•  Completion of bachelor’s degree or equivalent
•  Ability to work evening or weekend shifts, as needed
•  Ability to lift up to 60 lbs. (9.0-liter case of wine)
•  Ability to ascend and descend stairs

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:
Thursday, April 15th
Type of Work:
Full Time
Salary Information:
DOE