Member Services Specialist

Job Description:

The Duckhorn Portfolio is North America’s premier luxury wine company, with eleven wineries, ten state-of-the-art winemaking facilities, five tasting rooms and over 2,200 coveted acres of vineyards spanning 37 Estate properties. Established in 1976, when vintners Dan and Margaret Duckhorn founded Napa Valley’s Duckhorn Vineyards, today, our portfolio features some of North America’s most revered wineries, including Duckhorn Vineyards, Decoy, Kosta Browne, Sonoma-Cutrer, Goldeneye, Calera, Greenwing, Paraduxx, Migration, Canvasback and Postmark. Sourcing grapes from our own Estate vineyards and fine growers in Napa Valley, Sonoma County, Anderson Valley, California’s North and Central coasts, Oregon and Washington State, we offer a curated and comprehensive portfolio of acclaimed luxury wines with price points ranging from $20 to $230 across more than 15 varietals. Our wines are available throughout the United States, on five continents, and in more than 50 countries around the world.

The Member Services Specialist is responsible for building and enhancing relationships with members, customers, and VIP corporate clients while executing The Duckhorn Portfolio best-in-class customer service within all Direct-to-Consumer (DTC) channels. This position interacts with DTC Managers, Hospitality, and Marketing teams to serve and enhance all member and customer service needs. This position must possess a next-level desire for hospitality, relationship building, problem-solving, and grace under pressure both in-person, on the phone, or over email.

This role also focuses on facilitating service to member and customer groups for orders generated by the wine club, phone sales, web, and Visitor Centers.

What we will ask you to do:

Membership, Sales, and Customer Service (75%)
•  Serve as main point person for all DTC inbound calls and emails regarding general wine inquiries, membership needs, corporate gifting, order troubleshooting, order processing, and Visitor Center inquiries.
•  Ensure order quality assurance and customer data in all DTC channels.
•  Oversee outbound member and customer call campaigns throughout the year.
•  Serve as main point person during club shipment months to assist with membership account updates, order changes, case upgrades, and general member requests in a timely manner.
•  Engage members through call campaigns regarding expired credit cards, will-call orders, and shipping compliance.
•  Provide technical and/or product-related information to both internal and external customers.
•  Ensure that customer and member data is accurately captured and maintained.
•  Utilize CRM tools during customer interactions to increase order satisfaction and value.
•  Act as key liaison and trainer for Visitor Center teams, conducting CRM training and updates as needed.
•  Assist with and execute marketing campaigns and programming such as holiday and corporate gifting and seasonal new releases.
•  Serve as back-up for processing of web store orders.
•  Participate in on-going wine club member retention initiatives.
•  Support Visitor Center teams with information regarding customer will-call and shipped orders.

Fulfillment Operations and Compliance (15%)
•  Ensure that all work regarding consumer sales, shipping, and service is completed in full compliance with alcohol shipping laws.
•  Serve as a key contact and troubleshooter for inquiries regarding order fulfillment for DTC channels.
•  Process returns and initiates reshipment and/or refunds for customers and members.
•  Support outbound calls to customers regarding order changes due to compliance reasons and delivery expectations as needed.

Hospitality and Events (10%)
•  Participate in hosting member on and off-site events, including weekends and evenings.
•  Host VIP members and guests for tastings as needed.
•  Seek to learn what makes our winery, winemakers, wines, vintages, vineyards, and history unique.
•  Work directly with Hospitality and VC teams to educate and share important shipping updates, seasonal shipping plans, CRM training, will-calls, inventory movement and requests, and membership shipment updates.

What you will need:
•  3 years’ premium wine sales (or other premium consumer product) capacity with an emphasis on exceptional customer service.
•  Experience with Wine Direct software/Vin65 or CRM equivalent.
•  Computer proficiency in Microsoft OS – Outlook, Excel, and Word.
•  Attention to detail and ability to anticipate customer needs and respond accordingly.
•  Passion to serve internal and external customers in a confident and professional manner.
•  Ability to function independently and make empowered decisions that positively affect the customer’s experience within compliance.
•  Ability to travel as needed, work evenings or weekend shifts.
•  Valid Driver's License and insurable MVR.

What we will provide:
•  Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance.
•  Paid time off and 11 paid holidays.
•  401(k) plan where we invest 10% of your wages every year for your retirement at no cost to you, subject to management discretion.
•  A diverse team of coworkers that care about each other in a fun, exciting work environment.
•  A company that promotes from within, provides great training and a generous tuition reimbursement program.

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