DTC Customer Loyalty Operations Mgr (Wine Jobs: Management & Administration)

Essential Functions:

• Manage DTC concierge group
• Partner with DTC Concierge Lead to assign daily duties
• Partner with DTC Concierge Lead to create weekly concierge schedule
• and plan appropriate staffing for group promotions and events
• Facilitate bi-weekly concierge meeting
• Partner with Wine Clubs Manager to facilitate weekly club operations or promotions
• Partner with DTC Sales Manager to support online and retail promotion opportunities
• Manage all employee online stores for WA & OR
• Partner with HR to manage employee lists for employee online stores
• Monitor employee retiree and growers list for discount eligibility
• Point of contact for Altria employee and board of director orders
• Point of contact for employee club memberships
• Partner with DTC operations team to manage event lists and reservations
• Point of contact for training and resources to all wineries for bLoyal
• Support all customer loyalty programs
• Provide front line customer service to wine club members and other
• E-commerce direct sales customers for a broad portfolio of wineries
• Respond to in-bound phone calls and e-mails related to general customer inquiries, event reservations and direct shipment orders
• Variety of data entry responsibilities to support the wine clubs and E-commerce function (i.e. new member sign up, member data updates, etc.)
• Support club order phone calls and problem order support as needed
• Research and resolve routine customer service inquiries
• Manage and escalate consumer concerns as needed with the various internal departments
• Process and log consumer concerns
• Monitor employee retiree and growers list for discount eligibility
• Support club order phone calls and problem order support as needed
• Assist in contacting customers to resolve any returns
• Other duties as assigned

Working Conditions:

• Ability to work varying shifts/days of week on occasion
• Weekend work required
• Primarily office environment

Physical Requirements:

• Ability to lift up to 40 pounds on occasion

Qualifications:

• Knowledge of horticulture and viticulture
• Outstanding customer service skills and a minimum of 5+ years in a customer service position
• 5 years management experience
• Strong written and verbal communication skills
• Strong problem solving skills
• Proficiency with computer skills (intermediate level or above skills with MS Office)
• Basic knowledge of wine industry
• Strong attention to detail
• Ability to manage multiple tasks at once
• College degree or graduate degree preferred
• High school diploma or equivalent required.
• History of responsible use of alcohol and other appropriate conduct, as well as fitness to be licensed, permitted, and/or certified by state and/or local regulatory bodies