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DTC Customer Operations Coordinator

Company: Terlato Wines
Location: Napa
Posted on: September 12, 2023

Job Description:

Represent Terlato Wine Group in a professional manner and contributes to the e-commerce business by providing proficient, efficient customer service to wine club members and consumers who purchase our wines directly. To meet the diverse demands of the position, the coordinator also has knowledge of the tasting room operations, wine products, shipping practices and internal operating processes. Core responsibilities focus on providing exceptional customer service, through management of databases, wine club membership information, product/inventories, shipping compliance, wine club and Direct To Consumer sales programs, customer follow up and other administrative tasks.Location: Rutherford Hill Winery, Napa, CA Position Responsibilities:

  • Responsible for providing the highest level of customer service through email and telephone communication.
  • Can effectively manage multiple inboxes for multiple wineries with ease. Adapt at addressing customer needs/ resolve issues in as few messages as possible always looking for a prompt and appropriate resolution.
  • The ideal candidate will always deliver exceptional customer service and escalate challenging cases to management when appropriate.
  • Maintains database regularly including entering, updating club member and customer information, credit card updates, membership changes, address updates, order entry, and special customer requests.
  • Ensures all data entry is timely and accurate.
  • Maintains thorough knowledge of the winery, brand messaging and products to include wines, membership programs, retail items, holiday gift programs and seasonal promotional offers.
  • Investigates and resolves customer issues, questions, or concerns regarding website, product, orders, custom requests, shipping, delivery, pricing, quality, wine services with a reasonable time and in a professional manner, frequently anticipating customer needs.
  • Manages FedEx first delivery attempts, proactively following up customers whose packages were not delivered after the first attempt.
  • Works closely with winery Membership Manager to ensure quick, effective and seamless member communication regarding orders, benefits, reservations, etc.
  • Other duties as assignedProfessional Qualifications:
    • Outstanding customer service skills
    • Strong organizational skills
    • Commitment to excellence and high standards
    • 1-2 years Customer Service experience
    • Knowledge of wine and DTC wine sales and shipping practices, preferred.
    • Associate or Undergraduate Degree in business or related field
    • Must be proficient in Microsoft Office applications (i.e., Word, Excel, Outlook, and PowerPoint).Personal Skills and Qualities:
      • Excellent communication and listening skills
      • Detail oriented with the ability to work with speed and accuracy.
      • Highly motivated, organized and detail oriented with the ability to work in a fast-paced environment with tight deadlines and aggressive sales goals.
      • Must be able to investigate complex issues and to conduct root cause analysis to resolve problems
      • Capable of understanding and explaining work processes, making recommendations for effective process improvements
      • Demonstrated initiative and ability to self-direct projects
      • History of delivering high quality work on short deadlines
      • Ability to lift up to 40lbsWe may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, length of service, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Keywords: Terlato Wines, Napa , DTC Customer Operations Coordinator, Other , Napa, California

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