Customer Service Lead

Job Description:

Provignage sells and represents the wines of Domaine de la Côte, Sandhi, Evening Land Vineyards, William Hines, and Piedrasassi.
This role owns those interactions on the direct-to-consumer side of the business. It covers customer service across our brands and supports the hospitality teams by letting them focus on the guest in front of them. This role provides the research they need before a visit and handles the follow-up after each one. This position is based in our Los Angeles office, in person, and reports to the Director of CRM.

1. Customer Service
•  Own the DTC customer service queue for all brands, across email, phone, and shared HubSpot tasks.
•  Resolve the full range of inbound contact: order status and shipping, delivery exceptions and weather holds, damage and replacement, returns, membership changes and skips, allocation questions, reservation changes, billing and payment issues, and website and checkout problems.
•  Work to the documented hospitality standard for brand voice, tone, response time, escalation, and brand conventions, using the approved template library, personalizing the language to each customer.
•  Own every conversation through to closure. Escalate promptly, with full context, when a customer relationship or a client brand is at risk.
•  Cover peak periods, including release days, membership shipment windows, allocation openings, holidays, and weather holds, with occasional evenings and weekends by arrangement.

2. Hospitality Support
•  Serve as the dedicated customer service contact for the hospitality teams in Lompoc and Salem.
•  Prepare the teams ahead of visits with notes and research on who is coming: membership and purchase history, allocation and VIP status, and anything a host should know before the guest arrives.
•  Manage reservation changes, confirmations, and pre-visit guest communication in Tock, by email, and by phone.
•  Own post-visit follow-up. Every guest is entered correctly, added to the right workflow, and hears from us after each visit.
•  Process club sign-ups and membership changes that begin in the tasting rooms and confirm them with the member.
•  Support events and VIP visits with guest lists, invitations, confirmations, and follow-up.
•  Coordinate handoffs with the hospitality leads so that no guest is dropped between teams and no guest receives the same message twice.

3. DTC Sales Support
•  Support every release, membership shipment, and allocation with outbound follow-up: customers who opened but did not order, incomplete and abandoned orders, and holds that need to become confirmed sales.
•  Convert service contact into a sale when it genuinely serves the customer, whether that means completing a partial order, suggesting a wine that fits what they described, or offering membership to a repeat buyer who would benefit from it.
•  Support membership retention with welcome notes to new members, outreach on billing failures before a membership lapses, and save conversations with members considering cancellation.

4. Private Client Support
•  Handle allocation and releases personally for these clients: advance notice, personal outreach ahead of the general send, order assembly, holds, and confirmation. The Director of HDTC and the VP of Sales set allocation sizing and pricing.
•  Maintain a working knowledge of each private client’s purchase history, cellar preferences, allocation participation, brands and vintages they follow, household details relevant to service, and your last conversation with them.
•  Handle logistics for the private client dinners and events that sales leadership hosts in the markets they visit, including guest research, invitations, RSVPs, venue and wine coordination, and follow-up.
•  Coordinate hospitality for private clients visiting Lompoc or Salem: reservations through Tock, advance briefing of the Hospitality team, and follow-up afterward. The Hospitality teams on site handle hosting.
•  Increase revenue per client through wider brand participation, allocation take-up, larger orders, and membership participation, without ever pushing a client past where the relationship comfortably sits.
•  Pursue referrals and introductions from existing clients, and follow up on introductions from Hospitality and Trade Sales.
•  Treat client information, purchase behavior, and personal details as confidential, shared only with colleagues who need them.

5. CRM and Systems
•  Keep HubSpot accurate for every customer and guest this role touches. Log calls, notes, preferences, and follow-ups against the right record, and keep data and contact records clean and thorough.
•  Carry the CRM work that supports hospitality, so the tasting room teams can spend their time with guests.
•  Use Shopify, Tock, Bloom, Aircall, Slack, Monday.com, and SharePoint as the team does, and keep your own work visible in them.

6. Reporting and Coordination
•  Report weekly to the Director of DTC on queue volume, response and resolution times, open escalations, and hospitality follow-up.
•  Participate in the weekly DTC, customer service, and hospitality meetings, and in the release planning that precedes each campaign.

Abilities, Qualities, and Qualifications
•  Experience serving high-net-worth clients in wine, spirits, luxury retail, private banking, hospitality, or a comparable field, with a record of relationships that lasted.
•  Customer service experience with genuine ownership of resolution, ideally in DTC e-commerce, wine club, or subscription.
•  Salesmanship and skill in handling objections, without ever compromising the highest standards of hospitality.
•  Experience supporting a hospitality or front-of-house team, and an instinct for what a host needs before a guest walks in.
•  Working fluency with HubSpot or a comparable CRM, and with Shopify, Tock, or similar DTC platforms.
•  Outstanding written communication. This role writes in several brand voices, to members, collectors, and colleagues.

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