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Customer Service Manager

Chambers & Chambers Wine Merchants - Napa, CA


Job Description:

Chambers & Chambers Wine Merchants

Importer & Distributor of Fine Wine, Spirits, and Sake with offices in California and Hawaii. Since 1973, Chambers & Chambers offers an outstanding portfolio of both domestic and import wines from family-owned estates focusing on quality and sustainability. We employ a passionate, knowledgeable and dedicated staff, while creating a company culture that fosters trust, open communication and personal growth. We are proud to represent and distribute an exceptional portfolio of wines from around the world. The company began with just a limited number of European estates in 1973 and has since grown to represent domestic and imported wines from over 290 wineries and 15 countries.

Core Responsibilities:

Manage customer service staff including scheduling, training, establishing goals/objectives for staff and meeting daily deadlines to provide the highest-level customer service.

Act as the main customer service contact for sales staff and managers regarding orders, credits, delivery issues, exceptions and other issues.

Monitor active call center, generate, and review daily activity reports.

Oversee, process and schedule chain orders, work with outside carriers and managers to resolve various issues. Coordinate with Chambers warehouse Manager to provide updates to managers and carriers.

Coordinate with outside carriers to ensure delivery, pickup and exception documentation is received and accurate.

Review Chambers delivery documents for exceptions and create adjustments to customer accounts and research driver log variances

Oversee and process all credit transactions including damaged goods, price adjustments and carrier losses.

Initiate, process and track all return requests through the receipt of returned goods into the company’s facilities.

Assist credit department in resolving payment discrepancies, work closely with sales department to verify order allocations are accurate and helping the warehouse

Work with Sales Directors and Portfolio Managers to process special orders

Process winery bill-back orders, B2B orders, retail orders, troubleshoot stock, recommend different wine, follow though to ensure payment is complete and shipping information is accurate

Verify bad/spoiled wine with brand managers and issue credit memos. Track trends of credits by researching item and customer history and reporting back.

Verify outside carrier bills. Create and regularly update Excel billing documents for outside carriers, while verifying data input is accurate and Chambers’ is billed correctly.

Work closely with California and Hawaii Warehouse Managers to ensure inventory integrity.
Interact with sales representatives and operations to determine shipping schedule adjustments for holidays, physical inventory, and other exceptions.

Desired skills/experience:

•  3-5 years of relevant experience as a Customer Service Lead, Supervisor or Manager, preferably in the alcoholic beverage/CPG industry .

•  Experience with Apprise preferred and proficiency in Microsoft Office

•  Bachelor's degree required

We are an Equal Employment Opportunity and Affirmative Action Employer.

Additional Information:

Job Posted:
Tuesday, May 4th
Type of Work:
Full Time