Consumer Relations Representative

    • Napa, CA

Essential Duties and Responsibilities:

  • At all times provide exceptional customer service through courteous and professional oral and written communication
  • Direct marketing; in-bound and out-bound telephone sales duties; order review and processing; invoice preparation and verifications
  • Accurately process phone orders, charges, returns and special requests for Wine Club members
  • Graciously respond to customer inquiries via telephone or written correspondence in a timely manner, up-selling wherever appropriate
  • Coordination of wine sample shipments
  • Maintain current and comprehensive knowledge of all Wine Club products and services for multiple brands
  • Maintenance of Wine Club and telemarketing databases and reports
  • Proactively identify and resolve customer issues with thorough research and follow-through
  • Promote and sell all Wine Club special events and promotional wine offers
  • Assist with internet sales coordination
  • Contribute to Wine Club written materials, including letters, newsletters, emails, etc.
  • Assist with order fulfillment via will call or third party shipper
  • Occasionally attend Wine Club or Winery hosted special events as a Mumm Napa or Kenwood Vineyards ambassador

Non-Essential Duties and Responsibilities:

  • Assist with any department-related tasks, projects and other duties as assigned

Qualification Requirements:

  • Three years experience in a premium wine sales (or other premium consumer product) capacity with an emphasis on exceptional customer service.
  • Experience using POS, Wine Club database and Ship Compliant systems.
  • Minimum requirement of high school diploma or equivalent; college courses in marketing, sales or wine business preferred
  • Excellent attention to detail and ability to anticipate customer needs and respond appropriately
  • Ability and willingness to up-sell
  • Exceptional oral and written interpersonal communication skills
  • Ability to function independently and make empowered decisions that positively affect the customer's experience
  • Prior Wine Club experience preferred
  • Practical experience working with MS Access, Windows, and MS Office applications.
  • Ability to perform multiple tasks while remaining focused and organized
  • Ability to be creative and handle a fast paced environment while meeting deadlines
  • Passion and knowledge of sparkling & still wine, wine production and the wine industry in general

Physical and or other requirements:

  • Ability to occasionally lift up to 50lbs (case of wine)
  • Able to ascend and descend stairs
  • Able to bend, stoop, push, kneel and reach
  • Ability to sit for prolonged periods
  • Ability to work overtime and alternate hours when needed, may work a flexible schedule, including nights and weekends

Job Posting End Date:

Target Hire Date:

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