Customer Service Associate

JOB SUMMARY

Under the direction of the Concannon Wine Club Manager, the Customer Service Associate is responsible for being a proactive member of Concannon Vineyard Direct Sales and Wine Club team. Responsibilities for this role include customer service and order processing via telephone/email, inputting and updating member and customer information within our database, and other administrative tasks. The position provides best in class customer service and interfaces with customers daily and has a track record of success in selling wine and memberships directly to consumers over the phone, email, or in person. The position requires flexibility and must be available to work occasional after hours and weekends for Wine Club events. The ideal candidate will have excellent organizational skills, accuracy, attention to detail and excels at managing their own time. The base compensation is very competitive and is further enhanced by a generous wine club commissions. This position operates remotely, with on-site meetings and club events as needed.

ESSENTIAL FUNCTIONS

• Generate sales through in-bound calls and emails. Leverage customer service interactions into selling opportunities.
• Provide best in class customer service and sales to customers.
• Resolve customer issues regarding shipments and Wine Club experiences, including making special arrangements, in a mature and professional manner.
• Nurture customer relationships through phone and email correspondence. Gather insight from customer interaction to help develop new products, services, and customer benefits.
• Serve as liaison between the Direct Sales Department and the Tasting Rooms, ensuring high quality customer service for our shared customers.
• Assist with hosting Wine Club and Tasting Room events.
• Provide support for Wine Club Membership retention and growth.
• Maintain database of customer contacts and ongoing customer data maintenance.
• Contribute creative ideas for sales promotions, Club acquisition, retention strategies and future Club benefits.
• Assist in proofing email communications and wine club newsletters.
• Administrative functions including data entry and event ticket processing.
• Project a professional company image through in-person, phone, and email interaction.
• Minimal amount of packing and shipping required.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS

• Must be 21 years of age or older.
• Bachelor’s Degree preferred.
• Minimum of two years in customer service or marketing experience or minimum of two years in direct-to-consumer wine experience preferred.
• Provide excellent verbal and written communications to all levels of management, both internally and externally.
• Knowledge of the wine industry, including systems such as eCellar and ShipCompliant, a plus.
• Previous tasting room and wine club experience a plus.
• Ability to work weekends, weekdays, holidays, and some evenings.
• Must be highly proficient in Microsoft Excel, Word, Outlook, the Internet and have strong computer aptitude.
• Ability to learn new software.
• Discretion with confidential information.
• Must have ability to multitask, work well under pressure and be able to adhere to strict deadlines.
• Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Excellent organizational and interpersonal skills with attention to detail.
• Work independently within set guidelines.
• Demonstrate reliability and punctuality, work effectively in team/crew environment, adherence to all safety regulations and operating procedures.

PHYSICAL DEMANDS

• Position operates in a professional office environment.
• Working environment has exposure to both indoors and outdoors.
• Ability to perform tasks requiring bending, stooping, standing, and twisting.
• Must be able to lift and carry weights of up to 50 pounds at varying frequencies.
• Ability to stand for long periods of time.

COMPENSATION

• Hiring Hourly Range Posted: $21.50 - $32.25/hr
• Actual compensation will be based on factors such as experience; skills, knowledge, and abilities; education; and other position related factors.

At The Wine Group, we are proud to be an equal opportunity employer and we are committed to an environment of mutual respect, diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or other characteristic protected by law.
 
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