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Customer Service Manager

Chambers Street Wines

New York, NY

Job Description:

Chambers Street Wines is an award winning fine wine retailer located right in the heart of New York City. Through its 20+ years of operation CSW has enjoyed many awards and “Top Wine Stores” lists, and has become a destination retailer for fans of naturally made wines from artisanal small producers. We are looking for a hospitable, self-starting, and trustworthy person to manage our customer interactions with a courteous attitude and approach. The position is salaried with a full competitive benefits package, and commensurate with experience and fit. You will be part of a dynamic team that loves and appreciates wine and there is a lot of opportunity for growth and to grow your knowledge and love of wine.

Job Description

The Customer Service Manager works with customers in a number of capacities to manage every part of the sale process required. The job entails answering the phone, fielding special requests, coordinating shipping with customers across the country, internal communications, and providing, at all times, a friendly and courteous attitude and approach. You will effectively be the voice of the store to our many customers all around the country. The primary requirements of this job are to notate incoming orders, handle customer requests, complaints, order discrepancies, and shipping inquiries. Therefore, a very high level of patience and pleasantry is a must.

This position reports to the General Manager. Key Responsibilities include but are not limited to:

•  Originate and track customer service issues – answering phones, receiving and responding to customer service e-mails
•  Act as our air traffic controller for special requests, shipping/delivery requests, and inventory inquiries/issues
•  Coordinate shipping with customers across the country and liaise with our 3rd party shippers
•  Develop and improve our processes and methods for maintaining top level customer service
•  Utilize our systems and technology to effectively manage and track orders, issues, internal communications, and customer interactions
•  Work in-store Monday through Friday 10am to 6pm

Desired Skills and Qualifications

The ideal candidate possesses the following skills, abilities, and qualifications:

•  2+ years in the wine industry, prior order-board or retail customer service experience is a plus
•  Basic knowledge of wine regions, styles, and varietals is required
•  An innate balance of warmth, grace, and professionalism
•  Ability to carry up to 40 lbs up and down a flight of stairs
•  Ability to work occasional nights and weekends
•  Experience with the following software: MS Office Suite, Point-of-Sale systems, Shopify
•  Fluency in English is required

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Additional Information:

Job Posted:
Tuesday, February 4th
Type of Work:
Full Time
Job Level:
Mid-Level
Compensation:
$5O,OOO.OO ‍−‌ $65,OOO.OO