Client Director Jobs in Santa Rosa, CA (NOW HIRING)

Description
Rack & Riddle Custom Wine Services, the #1 custom sparkling wine producer in the United States, is seeking to add a Custom Brands Client Support Specialist to our team.
The Custom Brands Client Support Specialist is a client-focused, detail-driven partner responsible for supporting custom brand programs from initial planning through production, order fulfillment, and ongoing account support. Reporting to the Director of Sales Operations & Client Support, this role serves as a key point of coordination among clients, the VP of Sales, the Custom Brands sales team, and internal departments.
Essential Duties and Responsibilities:
Client Service and Account Support
• Serve as day-to-day contact for assigned Custom Brands clients, providing timely, accurate, and professional communication throughout the life of each program.
• Manage client inquiries related to program status, production timing, orders, shipments, inventory, pricing, billing, and documentation; coordinate internal follow-up through resolution.
• Research and help resolve shortages, over-shipments, damaged or defective product, returns, credits, and other service issues, escalating complex matters to the Director as appropriate.
• Build trusted client relationships by anticipating needs, communicating risks early, and maintaining consistent follow-through on commitments.
Custom Brands Project Oversight
• Identify schedule, supply, compliance, inventory, or execution risks; recommend solutions and escalate issues early when client commitments may be affected.
• Facilitate project meetings as needed; document decisions, owners, dependencies, and deadlines, and follow up to ensure completion.
Sales and VP Support
• Provide dedicated operational and project support to the VP of Sales and Custom Brands sales team, allowing sales leadership to remain focused on client strategy, business development, and growth.
• Maintain accurate account, opportunity, and program information in CRM and related systems.
Order, Inventory, and Fulfillment Coordination
• Receive, review, and coordinate purchase orders for assigned accounts, verifying pricing, product descriptions, quantities, shipping instructions, and billing information for accuracy.
• Partner with Logistics team and external warehouses to monitor order status, inventory availability, allocations, delivery schedules, and fulfillment performance.
• Maintain clear documentation and proactively communicate changes, delays, or exceptions to internal and external stakeholders.
• Support forecasting and production-planning discussions by tracking open orders, inventory needs, launch timing, and relevant client demand information.
Reporting and Process Improvement
• Maintain dashboards, trackers, and reports that provide visibility into project milestones, order flow, inventory, delivery performance, open issues, and client service metrics.
• Recommend process improvements that increase accuracy, efficiency, accountability, and client satisfaction.
Requirements:
A successful candidates background will include:
• Minimum 4 years of experience in project management, customer service, sales operations, account coordination, or order management; wine or beverage industry experience strongly preferred.
• Minimum 2 years of experience working with or supporting Wholesale and/or Distributor accounts.
• Experience supporting custom, private-label, control-label, national retail, hospitality, or distributor programs is a plus.
• Demonstrated ability to manage multiple complex projects, priorities, and deadlines with exceptional organization and attention to detail.
• Strong customer-service orientation and proven ability to resolve issues with professionalism, urgency, and sound judgment.
• Excellent written and verbal communication skills, with confidence working across departments and with clients, distributors, and senior leaders.
• Proficiency with CRM and ERP/order-processing tools such as Salesforce and NetSuite, distributor platforms such as VIP/iDIG, and Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Teams.
• Ability to interpret sales, order, inventory, and project data and translate it into clear updates and actionable recommendations.
• Self-directed, collaborative, and comfortable working in an entrepreneurial environment where processes continue to evolve.
• Bachelor's degree in business, marketing, project management, or a related field preferred, or an equivalent combination of education and relevant experience.