Vintage Wine Estates, Inc. is a collection of vintner family-owned winery estates and brands based in Santa Rosa, California. We are an industry leader across all sales channels and dedicated to providing wine consumers with a range of wine selections from $10 to $100 dollars. Vintage Wine Estates is a dynamic, growing organization seeking a Customer Service Representative to join our team. Customer service is central in our culture, with focus on both our external and our internal customers. We value individuals with an entrepreneurial spirit who enjoy working with a professional, results-driven team in a collaborative environment.

Execute day to day customer service duties, promptly and efficiently assisting customers of all sales channels, as well as in-house sales representatives. The Customer Service Representative is responsible for resolving all customer issues and general inquiries, striving for 100% customer satisfaction. Additionally, roles and responsibilities include supporting the receptionist position when out of office and for breaks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Field incoming communications, including but not limited to: customer calls, emails, sales reps, tasting room staff, etc. as needed, and expedite solutions
• Daily returns reports, contacting appropriate department or customer on status and resolve
• Handle wine outages by replacing vintages, substitutions, or canceling and refunding
• Interface with art department, fulfillment, web, club, tasting room, and Wine Concierge team regarding issues with orders, following up whenever necessary until resolved
• Issue credits to customers on canceled, returned orders, prices adjustments, etc.
• Assist customers with web orders, issues and questions
• Work closely with UPS on intercepts, redirects and call tags
• Enter Amazon orders into Coresense, following through with updates and move to shipped in Amazon fulfillment portal
• Duplicate orders that have been returned and need new orders entered, upholding VWE returns policies
• Switchboard/receptionist relief for breaks, lunch or absence

REQUIRED SKILLS:

• In depth experience in a high-paced sales environment
• Work independently as well as in a team environment
• High level of self-initiative
• Strong organizational, problem-solving, and analytical skills
• Effective written and verbal communication skills

QUALIFICATIONS:

• Standard High School Diploma
• Computer skills with Microsoft Office
• Knowledge of wine shipping regulations and compliance
• Understanding intricacies of customer service with clients, sales force and internal customers
• Must share company values: integrity, respect, value creation, compliance, customer focus
• Versatility, flexibility, and a willingness to work in an evolving environment with enthusiasm

PHYSICAL/MENTAL REQUIREMENTS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
• Must be able to sit for extended periods as required by job duties
• Ability to work variable schedule including extended hours, especially during Q4
• Coordinate multiple tasks simultaneously

Vintage Wine Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital or veteran status, or any other legally protected status.