Customer Sales & Service (Wine Jobs: Sales & Marketing)

Make a person’s day!  As part of the Direct to Consumer team, the Customer Sales & Service lead the charge for providing the highest level of customer experience which makes achieving sales goals and member retention a breeze. This role interacts regularly with customers and members via phone (inbound and outbound), in the tasting room (during member visits or events) and via email.  The Customer Sales & Service work in partnership with Hospitality, Marketing, and Winemaking teams to facilitate proactive and efficient communication and execution of business plan objectives.

The perfect match:

• You seek a career in a fun and fascinating industry, not just any job will do
• You take pride in providing great service and creating relationships with your customers
• You are passionate about wine, food and hospitality

• Provide a stellar customer experience to internal and external customers.
• Take responsibility for achieving annual revenue goals, member acquisition and retention targets through professional and effective telephone and email communication techniques.
• Sell wine to our customers/members, sharing your passion of wine and educating them so that they can get excited about the wine selections.
• Engage and nurture long term relationships with club members and customers.
• Demonstrate exceptional service by responding quickly and accurately to customer inquiries.
• Assists in campaign creation/execution and audience segmentation to grow sales to existing customer base.
• Enhance customer database (CRM) by keeping all data clean and optimized; proactively seek to have good addresses and/or billing information, reducing customer communication, shipping or billing problems.
• Monitor and audit orders to ensure accuracy and adherence to accepted policies/procedures.
• Collaborate with shipping partners to ensure on time package delivery; communicate package re-routing and delivery exception resolution, processing of replacement orders, research any shipment with problems to resolution.
• Take part in the ideation, development, coordination and execution of Wine Club events.
• Collaborate with wine educators/sales staff to support club membership and activities.
• Perform other general office duties as needed or as assigned by Manager.

Other Responsibilities:

• Ensures that the FX/GF culture is consistently supported in all business and employee interactions, which includes both ethical and legal aspects, complying with federal and state laws and FX/GF company policies and procedures.
• May be requested to attend special events and tastings outside the winery for special consumer engagement experiences.
• Special projects only as approved and scheduled by Manager.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities

QUALIFICATIONS:

• Minimum 2 years in customer service; hospitality/wine industry preferred but will consider experience outside of the wine industry.
• Bachelor’s degree in Business, Marketing, Hospitality, or similar field or equivalent combination of education and experience.
• Collaborative, enthusiastic, flexible, pro-active team contributor with extremely attention to detail.
• Technically savvy; well versed and proficient in MS Word, MS Excel, CRM/database, Internet; Wine Direct & Vin65 a plus.
• Effective sales person with positive, flexible attitude and good sense of humor.
• Interest in wine and wine industry with a desire to continually learn
• Professional verbal, writing and presentation skills required for effective communications to internal and external customers.
• Strong sense of responsibility to internal and external customer service and commitment to high standards.
• Versatility and a willingness to work within constantly changing priorities with enthusiasm.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Coordinate multiple tasks simultaneously
• Ability to work under tight deadlines
• Sit or stand for prolonged periods of time
• Able to concentrate in a noisy environment with lots of distractions 

WORK ENVIRONMENT:

• Busy and distractive open office atmosphere.
• Exposure to various winery areas including the visitor center and caves where temperatures are cool and noise level can be moderate to high.