Customer Service Representative

Job Description:

We’re looking for a friendly and proactive Customer Service Representative to join our team! The Customer Service Representative will performing various duties and responsibilities related to customer service, sales, and logistics to ensure customer satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES
Respond to all calls, emails, and texts in a knowledgeable and professional manner at all times.
Efficiently and accurately process daily phone, text, and email orders, responding to inquiries within 24 hours of receipt in all applicable inboxes.
Assist with order placement, customization, adjustments, refunds, and cancellations.
Share appropriate information and educate customers about wines, brand history, wineries, winemakers, lodging, and events.
Develop and maintain comprehensive knowledge of products.
Ensure sufficient quantities of wine are available for order fulfillment, working with other departments as necessary.
Accurately pack and prepare orders for shipment and in-person pick up and maintain and reconcile inventory.
Track packages through shipping partners and share tracking information with customers.
Maintain accurate records of all shipments sent out, ensuring all documentation is properly filed and accessible.
Follow-up on and resolve shipping issues with customers and shippers.
Accurately maintains databases, ensuring all customer information is accurate and up to date.
Coordinate with the Inventory & Logistics Coordinator and sales managers on mixed case campaigns.
Set up mixed cases, offers, and other products in Nexternal.
Promote the sale of wine products and events, and pursue sales opportunities.
Accurately complete reports, reconcile sales, and post transactions.
Foster teamwork by working and communicating with others in a collaborative and respectful way.
Receptive to feedback and demonstrate personal accountability in following all company policies and procedures.
Perform other duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS
First-hand knowledge, appreciation, and passion for wine and wine-related topics.
Must be at least 21 years of age.
Ability to lift, stack, push/pull, carry and move 50 lbs. on a regular basis.
Excellent verbal and written communication skills with the ability to speak clearly and confidently with guests.
Excellent customer service skills with the ability to present products, up-sell, and cross-sell.
Ability to handle customer service complaints and find effective solutions.
Acute attention to detail with a high degree of accuracy.
Highly organized with the ability to handle multiple projects; excellent follow-up and follow through.
Strong interpersonal awareness; able to maintain excellent working relationships with co-workers, customers, vendors, and shippers.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm and a sense of urgency while remaining calm under pressure.
Able to work independently as well as part of a team.
Able to analyze information and make sound decisions/recommendations based on same.
Strong time management and multi-tasking abilities.
Self-motivated and goal-oriented, with a high level of accountability and productivity.
Able to work weekends and occasional holidays as required, and extended hours when needed.
Able to travel to and from multiple company locations as needed.
Must have a valid, class C driver’s license, a reliable, insured method of transportation, and an acceptable driving record.

EDUCATION/EXPERIENCE
High school diploma or GED required.
Two or more years of experience in the same or similar position in the wine industry preferred.

LANGUAGE SKILLS
Fluent in English in both oral and written formats. Multi-lingual preferred.
Ability to effectively respond to inquiries, comments, or complaints from internal or external customers.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, compute rate, ratio, and percent and to create and interpret graphs. Able to identify and resolve discrepancies

COMPUTER SKILLS
Proficient to expert level with using Microsoft Word, Excel, Outlook.
Experience with CRM software, Wine software, Nexternal, Constant Contact, RedChirp, and Shipping platforms preferred.

WORK ENVIRONMENT
The work environment and physical demands described here are representative of those an employee must work in while performing the essential functions of this job. While performing the duties of this job, the employee is regularly working in a combination of environments, including an office, tasting room, outdoor areas, temperature-controlled wine storage area. Employees will be exposed to varying temperatures and conditions. Travel to other company properties and picking up wine and supplies is required. The noise level in the work environment is usually low. Events may have a higher level of noise at times

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. A reasonable accommodation, if available, may be made to enable individuals with disabilities to perform an essential function.While performing the duties of this job, the employee is regularly required to prioritize and perform multiple tasks. The employee is regularly required to use hands, fingers, and arms to lift/carry/move/stack, grasp, reach, open and close. Must be able to sit, stand and walk for prolonged periods of time, accurately operate standard office, read, write, type, smell, taste, see, listen/hear, and speak. The employee must be able to lift, move, carry and stack 50lbs on a repetitive basis,climb stairs, stand on a step stool.

Wilson Artisan Wineries is an Equal Opportunity Employer

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