Wine Club Associate

Job Type

Full-time

Description

St. Francis Winery & Vineyards is an ultra-premium winery located in the heart of the Sonoma Valley. We are a certified sustainable family-owned winery whose commitment to excellence has resulted in continued recognition for our award-winning wines and our outstanding wine & food pairing experiences. We are proud of all our accomplishments, including being voted one of the Best Places to Work in the North Bay by our employees 13 years in a row.

We are currently recruiting an Associate to join our Wine Club team. Reporting to the Direct-to-Consumer Relationship Manager the Wine Club Associate is primarily responsible for preparing and processing monthly Wine Club orders along with all aspects of customer service administration including inbound and outbound telephone calls and e-mails, wine order processing and upselling, problem research and resolution, customer database management/reporting. Responsibilities also include coordinating club operations with other departments, representing the Winery at Wine Club events, and monitoring compliance of wine shipments with state regulations.

This is a regular (full-time), non-exempt position. The schedule is Sunday through Thursday with the requirement to work occasional weekend events and holidays, as well as flexibility in scheduling to ensure business-staffing needs are met.

The anticipated pay range for this position is between $22.00 and $26.00 per hour plus commissions.

Wine Club Sales Processing

• Assist manager with all pre-club tasks and club batch setup according to the annual Wine Club Schedule provided by the DTC Relationship Manager.
• Tests wine club batches ahead of release announcements for proper discounts, allocations, shipping rates, state compliance etc.
• Facilitates wine club shipments 6 times per year, including updating account information prior to shipment, handling special customer requests, processing club payments electronically, resolving shipping compliance errors, and processing pickup-to-ship orders.
• Manage initial Wine Club shipping order export & import to fulfillment warehouse - checking for special instructions, inventory needs, etc.
• Assist with wine club order errors (missing or outdated payment methods, system time-out errors, inventory errors, etc.), resolve as necessary, prepare outreach list for outbound calls and letters and report final numbers and list to management.
• Provide management with wine club batch reports in a timely manner.
• Regularly checks Subscription program for inventory discrepancies and customer upgrade opportunities and assigns tasks for other Associates to follow up.
• Occasionally assists the Visitors Center with will-call order fulfillment needs.

Membership & Customer Data Management

• Audits new Wine Club sign-up forms from the Visitors Center, files in a secure location, and provides feedback to Visitors Center management.
• Check online Wine Club sign-ups for any errors that need to be resolved and set tasks for Wine Club associates to complete welcome calls and process for first club shipment.
• Prepares biweekly wine club acquisition reports and commissions for management approval.
• Reports weekly cancellation list to management and sets future tasks for reacquisition if appropriate.
• Spearhead database management and cleanup initiatives.

Customer Service & Order Management

• Respond to all inbound consumer phone calls, texts, and emails with the highest level of customer service.
• Interacts with customers to update and maintain correct consumer records including addresses, credit cards and special requests. Resolves any issues with club members and provides exceptional customer service. Maintains documentation of all customer interactions.
• Promotes offers to both wine club and non-wine club consumers through outbound calls, SMS text, and personalized emails to meet daily, monthly, and annual sales goals.
• Completes daily DTC tasks including processing orders to the fulfillment house, resolving shipping order returns, outreach to carrier missed delivery attempts, resolving shipping orders with compliance errors or hold errors in shipping fulfillment portal, and audit will call shelves.
• Resolve any orders missing tracking numbers in Ship Compliant and assist with monthly reports.
• Send monthly report to manager of membership Wine & Food Pairings, notate on member accounts, and report on any errors.

Other Duties & Tasks

• May assist in writing or editing Wine Club marketing efforts, including membership brochures, digital newsletters, event & new release announcements and other collateral material.
• Participates in the planning, preparation and execution of all Wine Club events open houses, offsite events, and wine release events.
• Stays informed on current compliance laws and SFW shipping processes to convey to club members.
• Act as concierge and reservationist for SFW utilizing the reservation system to book and manage reservations.
• Prepares invoice reports from wine shipping fulfillment partner for management approval.
• Assist management with the creation of training documents and building standard operating procedures. Provides thoughtful improvement suggestions on DTC sales & marketing operations and initiatives.
• Assists management with the creation & implementation of programs related to the Wine Club.
• Acts as support backup for inventory counts & transfers of wines to shipping fulfillment warehouse.
• Supports and demonstrates commitment to the Company's sustainability and green initiatives/practices, including energy and resource efficiency, recycling programs, etc.
• Fully supports the Winery's policies and procedures, as well as the Winery's commitment to the established Safety practices and policies.
• Special projects and other responsibilities as assigned

Requirements

• Minimum of 2 years wine club and customer service experience in the wine industry.
• Excellent verbal, written and interpersonal communication skills.
• Highly accurate, organized and detail-oriented, with strong multi-tasking and time management skills.
• Self-motivated and willing and able to assume additional responsibilities.
• Ability to anticipate customer needs and respond appropriately, as well as take initiative to resolve day-to-day customer concerns within the parameters of the position's responsibilities.
• Ability to work in a team environment and perform duties and responsibilities in a manner consistent with the Company's policies.
• Strong proficiency with Microsoft Word, Excel, Outlook, and Teams; prior experience with database management systems and POS (Commerce7 and Wine Direct preferred); Web-savvy.
• Ability to work occasional weekends and holidays as well as flexibility in scheduling to ensure business-staffing needs are met.

St. Francis Winery and Vineyards is an equal opportunity employer, committed to a divers and inclusive work environment. (EOE M/V/F/D)