Vintage Wine Estates, Inc.

  • Wine Club Coordinator

    Job Locations US-CA-Santa Rosa
    Type
    Full-Time
    Category
    Tasting Room
    Location : Name
    Headquaters
  • Overview

    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 Wine Club Coordinator 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.

     

    The Wine Club Coordinator is an instrumental role to our growing wine club team. We are fast pace team, looking for someone with great multitasking skills, an awesome attitude, and is up for a challenge. The Wine Club Coordinator will handle customer service inquiries, assist with wine club logistics, as well as support the Wine Club Managers in the Vintage Wine Estates portfolio. This role will work closely with wine club, tasting room and marketing teams and will be held accountable for achieving targeted sales and membership growth for existing, and future wine club programs.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES

     

    CUSTOMER SERVICE & SALES:

    • Responds promptly to all inbound telephone and email inquiries, voicemails, and requests or complaints from wine club members.
    • Ensure orders are processed accurately, and timely.
    • Work closely with Customer Service team to execute reroutes, redirects, call tags, returns, credits and reships.
    • Manage inquiries via Podium and use it for additional revenue opportunities and to drive traffic.
    • Build relationships with club members and grasp every opportunity to add to existing allocations.
    • Actively reach out to members with returned wine, recover shipping costs and offer the opportunity for upsell.
    • Contact club members with declined credit cards via phone, email and text.
    • Go above and beyond to exceed our member’s expectations on a daily basis.
    • Use contact codes to maintain member’s preferences, suggest wines and document all communication.
    • Maintain club membership accounts and ensure database is up to date.

     

    ADDITIONAL TASKS:

    • Develop draft copy for email blasts, event invites, wine club communication and newsletters.
    • Coordinate send dates for pre-shipment, decline, will call, reactivation and other email blasts.
    • Work closely with Wine Club Logistics team on wine club selections.
    • Checking inventory of all wines to ensure outages are not created and customers receive wines on time.
    • Work with designers on printed material.
    • Proof and edit all email communication and printed collateral.
    • Send welcome emails, pull send lists and run reports such as cancellation and new members.
    • Taking every opportunity to meet sales goals whether creating a call campaign, outbound sales calls, depleting end of lot inventory, contacting top buyer of new releases.
    • Assist Director of Events in executing wine club events.
    • Performs other duties as assigned.

    Qualifications

    REQUIRED SKILLS:

    • Strong customer service skills with a professional demeanor
    • Excellent written communication skills, attention to grammar and email etiquette
    • Works well in a team environment
    • Able to work independently and problem solve
    • Pays close attention to detail and takes initiative
    • Strong organizational, problem-solving, and analytical skills
    • Self-motivated, with a high level of accountability and productivity

     

    QUALIFICATIONS:

    • Must be 21+
    • Proficiency in Microsoft Office required
    • Shares company values of: 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
    • Must be able to stand for extended periods as required by job duties
    • Coordinate multiple tasks simultaneously
    • Must be able to lift 40lbs
    • Ability to travel locally when necessary
    • Able to work some weekend days when applicable, for wine club and tasting room events

    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.

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