JOB SUMMARY
The DTC Fulfillment & Customer Service Specialist is responsible for coordinating order fulfillment, communicating shipping updates and assisting with detailed customer service while reporting directly to the Logistics Manager & Inventory Controller. This integral role interacts with various departments within the business and management.

ESSENTIAL FUNCTIONS
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must have regular and reliable attendance and be able to perform each essential function from the list below satisfactorily, with or without accommodation, and carry out all duties in a confidential manner at all times. Working overtime, when requested by your supervisor, is a condition of your employment.

•  Oversees fulfillment requests and responds to internal/external shipping solution inquiries
•  Fields inbound customer service, wine club and shipping requests via telephone, email, and Redchirp SMS
•  Performs outbound telephone calls for wine club and guest shipping updates
•  Reservation and general customer service follow up as needed
•  Ensures detailed notes for customer interactions are captured in electronic systems
•  Packs and ships wine orders from the Alpha Omega Estate
•  Conducts regular on-premises inventory counts
•  Provides inbound fulfillment customer service and support via email, phone, and Redchirp SMS
•  Assists weekly wine orders to maintain appropriate stock at the Alpha Omega Estate
•  Assists wine pick up coordination between logistics team and TR team
•  Assists in staging and processing of onsite pickup orders
•  Clears quarantine orders while ensuring compliance with all laws

REQUIRED COMPETENCIES (Knowledge, Skills, Abilities)
The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made upon request and in appropriate circumstances.
•  Strong customer service skills
•  Strong organizational skills; ability to manage priorities and multi-task
•  Excellent written and verbal communication skills
•  Enthusiastic, energetic and confident
•  Ability to read, understand, and follow rules and regulations
•  Ability to quickly and accurately count inventory
•  Ability to use computer and accurately type information into electronic systems
•  Ability to establish and maintain effective working relationships with a diverse group of people
•  Experience with WineDirect, Wine Direct Fulfillment, TOCK - SOVOS ShipCompliant, and Redchirp SMS a plus

MINIMUM QUALIFICATIONS
•  Education: High School Diploma
•  Experience: 2+ years of Customer Service
•  One year inbound and/or outbound phone experience

ESSENTIAL PHYSICAL REQUIREMENTS
The physical requirements listed are representative of those that must be met by an employee to successfully perform the essential functions and key responsibilities of this position. Reasonable accommodation may be made upon request and in appropriate circumstances.

The ability to work in a constant state of alertness and in a safe manner at all times. Occasional use and operation of computer and other office equipment and the ability to stand or sit at a workstation for long periods. The employee is required to frequently climb stairs, squat, bend, lift, twist, pull, push, carry, grasp, reach and stoop as needed, and to repeatedly lift and carry items up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. The employee works in both an office environment and fulfillment center, packing wines to ship. Fulfillment operations require supervision seven days a week, and this position may be required to work weekends and/or evenings.

Alpha Omega Winery is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.