Who we are
Founded in 2003, Vinfolio fulfills the needs of fine wine enthusiasts worldwide. In 2022, Vinfolio merged with Fine and Rare Wines Limited, one of the world's leading marketplaces for fine wines, spirits, and collectible experiences, with global offices in Asia, Continental Europe, and the UK.

Our unique platform offers the fine wine consumer an ideal 360-degree solution to more enjoyably pursue their passion for drinking and cellaring the world's best wines. We buy and sell collectible fine wine and operate the only true full-service wine storage facility in the United States. We provide a cutting-edge, purely web-based wine management software solution, VinCellar, which enables enthusiasts to manage their cellars actively. Vinfolio's Marketplace is the first and only platform available in the USA for collector-to-collector wine sales.

Our state-of-the-art warehouse and office headquarters are located in Napa, Northern California. We are a licensed retailer, wholesaler, and importer but have no physical storefront. We are currently looking to add a highly motivated, wine-knowledgeable, Sales Support Associate to join our Sales team.

Role information
As a Sales Support Associate, you will drive and deliver exceptional customer experience across all customer journey elements, coordinating with stakeholders to articulate the value of such an approach. Working closely with the Sales Team, you will act in a supporting capacity, dealing directly with internal and external customer inquiries and order processing and proactively resolving service issues.

This role will work closely with the buying department, processing purchase orders, creating new item codes, and liaising with suppliers. You will work in a team-orientated, cross-functional environment and liaise with global business counterparts to resolve issues and identify opportunities.

You will be a confident systems user, so experience in using CRM and ERP systems is essential, as is support for the integration of the systems.

This role will provide development opportunities, with a view to providing on-the-job training and support to assist the post holder in expanding responsibilities and increasing knowledge of the buying and sales teams.


Key areas of responsibility
•  To support the sales team with client inquiries, delivery requests, and storage updates to ensure a seamless and high-quality client experience.
•  Raise invoices for customer deliveries and process requests.
•  Ensure all client queries/complaints/issues are handled professionally, accurately, and within set performance targets.
•  Provide support to the buying function by creating new item codes and purchase orders.
•  Assist with integrating and stabilizing the new technology stack (ERP, CRM, Catalogue, and Portfolio systems).
•  Supplementing the US buying team’s En Primeur campaigns (Bordeaux and Burgundy) through order processing, data input, and closing process.
•  To support the global offices in Asia and Continental Europe on exporting stock overseas; this will happen once we move on to shared platforms.
•  Continually review current processes and provide ideas to improve efficiency and/or customer experience.
•  Identify and record service failure points when flagged by clients or internal users and raise them with management.
•  Become proficient with our CX technology systems, including CRM (Hubspot), Catalogue, and SAP as we move to these new platforms.


Person specification
•  3+ years’ experience in the fine wine industry
•  Ability to multitask and prioritize important objectives.
•  Ability to work across departments to achieve shared objectives.
•  Demonstrable experience in a customer-facing role, ideally on the phone and/or email for a luxury brand.
•  Thorough and detailed in processing information (orders/complaints etc.).
•  Good knowledge of MS Office (Word, Excel, PowerPoint) and IT systems, including CRM (HubSpot) and ERP solutions (SAP desirable).
•  Excellent communication skills with strong attention to detail.
•  Knowledge of import & export of goods would be an advantage.
•  Able to prioritize significant workloads and resource them in response to changing demands and requirements.
•  Curious with logical thinking to solve problems effectively.
•  A quick learner with high accuracy and attention to detail.
•  Ability to manage working under pressure and to meet tight deadlines.

We offer a competitive compensation rate of $25-$28 per hour. Additionally, we offer medical, dental and vision benefits, 401K and staff concessions.