Job Abstract

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 for a Wine Club Associate to join our Direct to Consumer team. Reporting to the Direct-to-Consumer Relationship Manager this position is primarily responsible for delivering the highest level of customer service to all consumers in daily inbound and outbound communications. In addition, this role will assist with assessing inventory levels at the wine fulfillment warehouse and help to maintain an adequate inventory supply including helping with the scheduling and managing of inventory transfers. Responsibilities may also include coordinating club operations with other departments and representing the Winery at onsite and offsite Wine Club events.

This is a regular (full-time), non-exempt position. The schedule is Sunday through Thursday 8-4:30 p.m. 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 $23.00 and $27.00 per hour plus commissions.

ESSENTIAL FUNCTIONS

• Responsible for supporting the accurate accounting of wine inventories at shipping fulfillment warehouse biannually and various on-site winery locations on a monthly basis. Identifies and resolves any discrepancies and problems.
• Assess inventory levels and helps to maintain adequate inventory supply at the wine fulfillment center for each current wine release, proactively transfer wines ahead of upcoming club releases and marketing sales campaigns.
• Occasionally prepares daily will call orders in visitor center, logs order location in CRM, audits will call storage shelves, and completes regular outreach to consumers with will call orders held longer than 30 days.
• Maintain and update wine SKU inventory count, policies, and activation status in ecommerce database.
• Creates and maintains training documents and SOPs related to DTC sales and inventory logistics.
• Assists customers and members with will call and shipping order inquiries including updating order information, resolving delivery issues, and resolving returned or damaged packages.
• Stays informed on current compliance laws and SFW shipping processes to convey to customers and able to handle all order issues including compliance errors, processing to shipping fulfillment warehouse, resolving fulfillment order holds, rerouting orders, adjusting or merging orders in fulfillment order system.
• Occasionally assists Visitors Center staff by assisting with wine club member inquiries or will call club orders.

Customer Service & Data 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.
• Completes daily DTC tasks including processing orders to fulfillment house, resolving shipping order returns, outreach to carrier missed delivery attempts, resolve shipping orders with compliance errors or hold errors in shipping fulfillment portal, and audit will call shelves.
• Complete weekly outreach to new members educating them on the Wine Club opportunities and benefits, inquire on and log wine preferences, suggesting wines based on pallet and upselling orders and visitor experiences.
• 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.
• Audits new Wine Club sign-up forms from the Visitors Center, files in a secure location, and provides feedback to Visitors Center management.
• Act as concierge and reservationist for SFW utilizing the reservation system to book and manage reservations.
• Assist the DTC Relationship Manager and Wine Club Coordinator with batch processing tasks including updating account and order information, handling special customer requests, processing club payments electronically, resolving shipping compliance errors, outreach to members with outdated card information, and processing pickup-to-ship orders.
• Assist with database management and cleanup initiatives.
• May be required to work Wine Club events including open houses, offsite events, and wine release events.
• 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.

• Minimum of 2 years outbound phone sales and customer service experience, preferably 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.
• Knowledgeable and passionate about wine.
• 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 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 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 diverse and inclusive work environment. (EOE M/V/F/D)