Client Engagement Specialist

Job Description:

Joseph Phelps Vineyards, one of Napa Valley's most acclaimed and iconic wineries, is seeking an experienced Client Engagement Specialist to cultivate meaningful, long-term relationships with our clients and members while supporting direct-to-consumer sales through thoughtful, personalized engagement.

Serving as a trusted and attentive point of contact, this role delivers refined, highly personalized service that reflects the standards of a luxury wine brand. The Client Engagement Specialist proactively connects with clients through phone, email, SMS, and other approved communication channels to understand preferences, anticipate needs, recommend wines and experiences, and create memorable opportunities for continued engagement with Joseph Phelps Vineyards.

This is an exciting opportunity for a relationship-driven professional who is passionate about hospitality, client engagement, and delivering elevated experiences that inspire lasting connections with the Joseph Phelps Vineyards brand.

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 accommodation or other reasons.

OUTREACH:

•  Proactively generate revenue through thoughtful, relationship-based client outreach while achieving sales goals established by the Manager.

•  Deliver gracious, highly personalized service to new, current, and previous clients.

•  Recommend wines with care and expertise based on individual client preferences, purchase history, collecting interests, and prior engagement.

•  Participate in outreach sales team meetings.

DATABASE MANAGEMENT:

•  Enter sales orders into Commerce7, ensuring orders are complete and accurate.

•  Maintain an up-to-date consumer database, including credit card information and billing and shipping addresses.

•  Set follow-up tasks and make notes of customers’ preferences, purchasing habits, and other sales opportunities.

WINE SHIPMENTS, DELIVERY, AND INVENTORY:

•  Work together with our Phelps Preferred Team to assist customers with shipping information, package tracking, and other order issues as they arise.

•  Monitor progress of orders through the fulfillment portal.

•  Manage returned orders promptly and accurately through resolution.

GUEST COMMUNICATION:

•  Respond in a timely manner to all calls, texts, and emails regarding direct sales orders.

•  Promptly investigate and follow up on any customer order concerns.

•  Maintain knowledge of the Joseph Phelps Vineyards story and available wines to provide customized recommendations based on customers’ preferences.

•  Communicate with warmth, discretion, and polish in a manner consistent with the Joseph Phelps Vineyards brand voice and luxury positioning.

•  Provide recommendations on food pairings, when to drink, how to store, and how to serve wine.

•  Deliver elevated, luxury-level service across all client-facing interactions, ensuring every touchpoint feels thoughtful, polished, and aligned with the Joseph Phelps experience.

•  Represent Joseph Phelps Vineyards as a polished and professional brand ambassador in every interaction.

•  Support membership coordination and client inquiries under the direction of the Membership Manager.

•  Educate customers on Phelps Preferred opportunities and benefits.

•  Provide administrative assistance when needed.

OTHER DUTIES:

•  Performs other duties as assigned by manager.

Requirements
QUALIFICATIONS:

•  Minimum of two years of telephone sales, clienteling, luxury hospitality, or premium wine industry experience preferred.

•  Proven experience developing, managing, and growing corporate gifting programs, including client prospecting, relationship management, gift fulfillment, and customized gifting solutions.

•  Ability to cultivate strategic relationships with corporate partners, identify gifting opportunities, and deliver high-touch, luxury experiences that drive customer engagement and brand loyalty.

•  Experience coordinating large-scale gifting initiatives, holiday programs, VIP gifting, and bespoke client experiences is highly desirable.

•  Exceptional sales and interpersonal communication skills, with the ability to connect authentically and professionally by phone, in writing, and in person.

•  Warm, engaging presence with a positive, service-oriented attitude.

•  Demonstrated ability to build long-term client relationships through personalized outreach, attentive follow-up, and thoughtful service.

•  Highly detail-oriented, organized, and efficient.

•  Experience using CRM and other computer-based project management tools.

•  Proficient in Microsoft Word, Excel, Teams, and Outlook; experience with Commerce7 and RedChirp is a plus.

•  Self-motivated, accountable, and collaborative, with the ability to achieve individual and team goals.

PHYSICAL/MENTAL REQUIREMENTS:

•  Ability to work at a desk and use a computer for extended periods throughout the workday.

•  Flexibility to work onsite at the winery for events and business needs as required.

Hourly range: $30–$33 per hour, depending on experience, plus sales incentives and eligibility for a discretionary performance bonus.

Joseph Phelps Vineyards is an Equal Opportunity Employer.

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