Customer Experience & Logistics Manager

Job Description

Job Description

GOOD BOTTLE AUCTIONS

Job Description: Customer Experience & Logistics Manager

Location: On-site — Connecticut (no remote/hybrid option)

Reports To: Ownership

Employment Type: Full-Time

Schedule: Standard business hours; one Sunday per month required; occasional trade show travel

Position Summary

The Customer Experience & Logistics Manager is the primary point of contact for Good Bottle Auctions customers and consignors, and the person responsible for making sure every bottle moves safely and smoothly through the building. This role blends direct customer relationship work — phone and email inquiries, consignment closing, appraisals, and in-person pickup experience — with hands-on ownership of inbound and outbound logistics and lot cataloging.

GBA has automated much of the administrative overhead that used to sit in this role (invoicing, order routing, payment processing), freeing this position to focus on what technology can't replace: building relationships with consignors, closing deals, giving accurate appraisals, and delivering a great customer experience — while still ensuring the physical and system-tracked logistics run cleanly.

This is a hands-on role at a fast-growing startup targeting a doubling of company size within 18 months.

Key Responsibilities

Customer Experience & Sales

● Serve as the primary point of contact for incoming phone and email inquiries

● Close new consignment deals with prospective sellers

● Provide appraisals for potential consignments, collections, and individual bottles

● Deliver a great in-person experience for customers picking up bottles by appointment

● Handle inbound leads on new consignments, appraisals, and collections from first contact through close

Lot Cataloging

● Catalog incoming lots in the auction platform (BidWrangler), including descriptions and condition details

● Ensure lot information is accurate and complete ahead of listing

Inbound Logistics

● Receive bottles arriving via courier, third-party shipment, and consignment drop-off

● Verify and log incoming inventory using the auction management system

● Coordinate with consignors and shipping partners on inbound scheduling

Internal Movement

● Manage the physical movement of bottles between intake, cataloging, storage, photography, and shipping areas

● Maintain organization and accuracy of inventory location tracking

Outbound Logistics

● Coordinate customer pickups by appointment

● Prepare and route bottles to the shipping department for outbound orders

● Use the auction management system to verify order status and ensure safe, speedy shipping and pickup

● Sort and prioritize outbound orders based on deadlines and business needs

Process & Team Contribution

● Identify and implement process improvements across customer experience and logistics workflows

● Contribute to measurement and reporting on KPIs (e.g., consignment close rate, turnaround time, order accuracy)

● Provide feedback to team members, staff, and management to support continuous improvement

● Collaborate cross-functionally with photography, listing, and shipping teams

● Support a culture of innovation, curiosity, and data-informed decision-making

Required Qualifications

● Strong phone and written communication skills

● Demonstrated sales or closing ability, particularly in a consultative or relationship-driven context

● Comfort with face-to-face customer interaction

● Ability to perform light lifting of boxes and packages

● Ability to learn and effectively use software systems (auction management, cataloging, scheduling, email)

● Reliable, on-site availability including one Sunday per month and occasional trade show travel

● No minimum years of experience required — candidates are evaluated on skills and qualities, not tenure

Preferred Qualifications

● Prior experience in sales, customer service, appraisals, or logistics

● Knowledge of wine, whiskey, or spirits (preferred, not required)

Core Candidate Qualities

● Innovation and creativity

● Curiosity and willingness to learn

● Process improvement mindset

● Data analysis and reporting capability

● Team building and collaboration

● Ability to give and receive constructive feedback

● Comfort operating in a fast-paced, high-growth startup environment

Physical Requirements

● Ability to lift boxes (light lifting)

● Ability to stand, move, and navigate the facility throughout the workday

● On-site presence required for all working hours

Compensation & Benefits

● To be determined by ownership

● No health benefits currently offered

This job description is intended to convey information essential to understanding the scope of the role and is not exhaustive. Responsibilities and expectations may evolve as GBA scales operations.

\nCompany Description

Good Bottle Auctions is an interesting and unique business. We sell collectible Whiskey, Wine, and Spirits at live and online auctions. We hold 12 Auctions per year, and we ship thousands of bottles out to our loyal customers. We are a fast growing company with lots of opportunity in the beverage and auction industry.

Company Description

Good Bottle Auctions is an interesting and unique business. We sell collectible Whiskey, Wine, and Spirits at live and online auctions. We hold 12 Auctions per year, and we ship thousands of bottles out to our loyal customers. We are a fast growing company with lots of opportunity in the beverage and auction industry.