Pay: $30–$33 per hour ($62,400–$68,640 annually), based on experience
Full-Time Position: Monday–Friday, 8:30am–5:00pm
Location: South Napa office/warehouse

Company Overview:
Del Dotto Family Wineries is an established high-end family-run winery with over 30 years of winemaking in Napa Valley, two cave tasting room locations, and a loyal following of Wine Club members and VIP collectors. Our mission is to make world class wines, deliver an unmatched barrel tasting experience, and provide exceptional customer service in every interaction with our guests and members.

We are a small, close-knit back-office team that works collaboratively across many functions. Several of our team members have been with us 15 or more years, and we take pride in supporting each other, cross-training, and pitching in wherever needed. Joining our team means becoming part of a family-run business where your work has direct, visible impact and where your contributions are seen and valued. We invest in our people for the long term and look for team members who want to grow with us.

About the Role:
We are seeking a friendly, detail-oriented Customer Service Associate to join our small office team. Because our team is small, we cross-train across many functions, so the ideal candidate is a versatile, organized self-starter who is willing to learn multiple areas of back-office work and step in where needed.
You will be a primary point of contact for customer order issues, shipping coordination, claims, and day-to-day customer service inquiries by phone, email, and web chat. This is a full-time, in-office position based at our south Napa office/warehouse.

This is a quiet, focused, in-office role. You will spend the day at a desk and on the phone, with significant direct customer interaction. The right person is confident speaking with all types of customers, including those who are occasionally upset or demanding, with patience and professionalism.

Key Responsibilities:
Customer Service & Communication
•  Respond to customers and team members by phone, email, and website chat (RedChirp) in a courteous and professional manner
•  Take orders by phone and respond to email order inquiries
•  Maintain and monitor the customer service email inbox, shipment inbox, and pickup inbox
•  Maintain daily call log

Order Processing & Corrections
•  Process wine orders in our point-of-sale system (Commerce 7), including online and tasting room orders
•  Make corrections to online and tasting room orders, revising invoices as needed
•  Process corporate, wholesale, and pickup orders
•  Track and report on order cancellations
•  Set up new accounts and item codes in CRM/POS

Shipping, Claims & Returns
•  Manage shipment scheduling, data entry, and coordination with our warehouse and shipping partners (UPS, FedEx, third-party shippers)
•  Handle international and third-party shipping orders
•  Research and resolve order issues including delivery problems, replacement bottles, inventory discrepancies, and shipment delays
•  Manage UPS/FedEx claims and damaged shipment cases
•  Process returns and coordinate left-behind item mailings (USPS)
•  Print case labels for bottling and wholesale as needed

Tasting Room Coordination
•  Communicate with tasting room staff regarding weather updates, shipment status, and order corrections
•  Provide back-up support to tasting room staff as needed

Cross-Training & Team Support
•  Cross-train and provide back-up coverage in reservations, pickups, Wine Club, and other office areas as needed
•  Perform general clerical duties including filing, photocopying, and data entry
•  Other tasks and responsibilities as assigned

Qualifications
•  Proficient in Microsoft Office Suite (Word, Excel, Outlook)
•  Experience with Commerce 7 POS strongly preferred (or willingness to learn)
•  Familiarity with RedChirp or similar customer chat/text platforms a plus
•  Excellent interpersonal, verbal, and written communication skills
•  Strong people skills with the ability to de-escalate challenging conversations and engage frustrated customers with empathy and professionalism
•  Strong organizational skills with the ability to manage priorities and multitask
•  Self-starter who is dependable and works well independently
•  Comfortable on the phone and in written customer communication
•  Ability to take direction, retain training, and adapt to changing priorities
•  Team player willing to help others and willing to cross-train across multiple back-office areas
•  Versatile, flexible, and able to work within constantly changing priorities with enthusiasm
•  Enjoys an office environment, working at a desk and computer during normal business hours
•  Professional appearance and demeanor

Compensation & Benefits:
$30–$33 per hour ($62,400–$68,640 annually), based on experience.
We offer competitive compensation, paid time off, health benefits, and 401(k) matching contributions.

To Apply:
Please submit your resume and a brief introduction.