Wine Service Cooperative (WSC) is a member-owned organization providing logistics, storage, and fulfillment services to many of Napa Valley’s most respected wine brands. As we continue to evolve and modernize our operations, we are seeking a hands-on, strategic leader to oversee the internal operations that support our members each day.

We are seeking a dedicated and experienced Member Services Manager to join our team. The ideal candidate will be responsible for overseeing the Member Services department, ensuring exceptional service delivery to our members, and supporting the Director of Wholesale Operations.

The Member Services Manager will serve as a 'player-coach,' providing leadership and support to the Member Services team and internal operations across three warehouse locations. This role involves balancing hands-on member support with leadership responsibilities by overseeing daily activities, coaching team members, managing customer inquiries, and driving process improvements. The Manager sets performance standards, ensures smooth daily processing, fosters a culture of continuous improvement, and steps in to assist as needed, all while actively engaging with member issues to deliver high-touch service and mentorship to the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES
•  Oversee daily processing of member SKU set-up, orders, inventory, and fulfillment across three warehouses.
•  Ensure that member needs (orders, receiving, etc) are processed per WSC SLA’s.
•  Proactively identify and resolve operational issues. Coordinate with Wholesale warehouse teams, and member services for alignment.
•  Supervise team operations and manage escalations.
•  Ensure professional and efficient handling of all member inquiries.
•  Lead as a 'player-coach.' Provide coaching, development, and performance feedback. Foster a positive, accountable team culture. Ensure that team lives the WSC “SCORE” Values.
•  Provide training on customer service procedures, conduct quarterly and annual performance reviews, and schedule shifts for peak coverage.
•  Ensure timely and accurate service to members. Guide team in resolving member issues with professionalism.
•  Develop and maintain SOPs for consistency and efficiency. Leverage technology and automation to reduce manual tasks.
•  Using AMS and DTC fulfillment software (e.g., Wineshipping’s ACP) explore AI tools to improve workflows.
•  Offer operational insights to inform organizational strategy. Align team goals with WSC’s broader objectives.
•  Regular feedback, coaching, and development.
•  Develop a functional ticketing system to track and resolve issues.
•  Quarterly and annual performance reviews, KPI monitoring, and training.

QUALIFICATIONS
Education/Experience: Bachelor’s degree is preferred. 3-5 years in operations/logistics, preferably in the wine industry. Strong experience with technology and SOP development. 5 years in customer service, with minimum 1 year in a leadership role. Experience in conflict resolution, team management and process improvement. Proven experience using Zoho CRM or similar customer service management platform.

Knowledge: Understanding and application of time management principles with ability to multitask in fast-paced environment. Wine industry and wine product knowledge is preferred; Understanding of customer service best practices and performance metrics.

Skills: Ability to provide exceptional customer centric service to members. Excellent verbal, written and interpersonal communication skills with the ability to problem-solve using a customer-centric mindset. Strong leadership and team-building skills; Demonstrated proficiency in data analysis and reporting to drive decisions.

PHYSICAL DEMANDS: Prolonged periods of sitting/standing at a desk and working at a computer. Must be able to bend, twist, reach as needed. Able to lift and move 35 pounds without assistance.

EOE - DFW