Customer Care Associate
(Wine Jobs:
Management & Administration)
Full Time
Crimson Wine Group
Napa,
California
POSITION SUMMARY:
The Customer Care Associate will serve as the primary customer contact for online ordering and direct sales fulfillment, working directly with both the customer and the fulfillment warehouse to ensure timely and accurate delivery. The Associate will also assist as needed in the execution of direct sales and aid the successful launch of all e-commerce and omni-channel sales campaigns.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodations or other reasons.
Client Services and Sales
- Providing timely and professional customer communication via phone, email and occasionally in person.
- Serve as one of the primary customer service contacts for website inquiries, online orders, customer account updates and campaign and fulfillment questions.
- Assist with order processing and campaign promotions.
- Active participation in department sales goals.
- Ability to speak to all of our brands, products and address customer needs while giving proactive wine recommendations specific to our customers’ interests.
Order Processing and Logistics
- Compliance and fulfillment of all multibrand, shareholder, Board of Director, third-party, employee and telesales orders.
- Review daily web, email and phone orders for accuracy and compliance, and upload orders from Ship Compliant to Wine Direct portal.
- Manage special delivery requests and troubleshoot rejected orders to rectify all issues preventing deliverability from process to confirmed delivery.
- Serve as primary contact for our fulfillment company.
- Code and track shipping invoicing.
- Manage inventory and packaging needs for department’s sales campaigns.
Data Maintenance and Support
- Manage product setup and compliance for ecommerce campaigns, requesting SKUs as needed, managing inventory numbers and locations.
- Data entry and mailing list maintenance.
- Cross-train and assist department as needed with e-commerce campaign setup, metrics, promotion and fulfillment.
EDUCATION TRAINING AND OTHER REQUIREMENTS:
- Bachelor’s degree (B.A.), the equivalent of three years related experience, or the equivalent combination of education and experience.
- Knowledge of wine and DTC (Direct to Consumer) sales practices.
- Familiarity with compliance guidelines and the Ship Compliance portal preferred.
- Skill to manage multiple projects and sales initiatives over various computing and web-based platforms.
- Ability to interact comfortably and eloquently with the public via phone, email and other methods in an efficient, positive and brand-appropriate manner.
- Strong organizational, problem-solving, and analytical skills demonstrated by the ability to make timely and sound decisions.
- Working knowledge of ecommerce cart management and customer management systems (CMS) (Wine Direct, formerly Vin65, preferred).
- Commitment to excellence and high standards.
- Acute attention to detail, particularly in written communication.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
- Intermediate to advanced proficiency in Microsoft Windows (Word, Outlook, PowerPoint and Excel) is required.
- Able to lift and carry 40lbs for short periods.
How To Apply
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=b34c874e-0142-4bf4-ae3b-72ba65633796&ccId=19000101_000001&type=MP&lang=en_US