Member Customer Service

• Graciously and promptly respond to customer inquiries both onsite and via telephone, email or written correspondence in a timely manner, up-selling wherever appropriate.
• Assist with customer service and execution of wine club seasons including wine customization, pre- and post-shipment email notifications, and will-call activities.
• Provide phone support to reservation line during peak call volume
• Outreach for customer Loyalty – connecting with identified buyers (high or frequent purchasers, customers at risk, etc.)
• Provide support in processing club member donation requests

• Maintain membership and mailing list database, including accurate and timely data entry of all new member signups, upgrades/downgrades, changes of address, etc. transpiring at the estate.
• Monitor website signups and code source accordingly in CRM system. Reach out proactively to these new members to welcome them and learn what inspired them to join the wine club.
• Work with Inventory & Logistics Specialist to process re-routes, re-shipments and other logistical needs to ensure members receive their wine in a timely fashion at the correct delivery address.
• Provide in-house shipping support for club, POS, and web-based orders by collecting inventory, assembling packages, and facilitating order reconciliation and closure of the in-house orders on a weekly basis.
• Conduct proactive outreach to resolve declined credit cards and open will call orders and execute member welcome calls and birthday/anniversary mailings.
• Oversee all will call orders. Includes packaging will call orders, monitoring inventory, and closure of will call orders in a timely manner.
• Possess commanding knowledge of brand, wines, vineyards, tasting room and wine club offerings, etc. to provide factual and compelling information to customers, as well as a commanding knowledge of POS and CRM database systems to provide thorough and accurate transactions and customer support.
• Maintain and add provide monthly reporting for conversion by experience to Director, Estate, and Portfolio.

• Provide staffing support for club on-site events by being present, facilitating order processing, and closure of club will calls during pick up events. Assist with event set-up, break-down and execution.
• Support pre-event preparation and communications for key wine club events and programs.
• Shares club best practices with hospitality teammates, participate in daily team pre-shifts to communicate wine club goals, programming, updates, and best practices.
• Act as a wine club resource, serving as the primary liaison for all club related questions and issues from teammates. Serve as resource to onsite team for all club related training, questions, inquiries, or issues.
• Surprise and delight… Review Tock reservations in advance to identify wine club members and VIP guests. Add internal notes that might be helpful for host to know and/or communicate with hospitality team to apply special treats/offerings/promos during their visit.

• Bachelor’s degree (B.A.), the equivalent of three years related experience, or the equivalent combination of education and experience.

• Knowledge of wine and DTC (Direct to Consumer) sales practices.
• Working knowledge of wine club management systems and ecommerce platforms (Wine Direct, formerly Vin65, preferred).
• Familiarity with compliance guidelines and the Ship Compliance portal preferred.

• Excellent customer service and interpersonal skills; telephone, email and in person; friendly, helpful, and professional with the ability to speak clearly and concisely.
• Excellent written and oral communication skills.
• Ability to handle customer service complaints and find effective resolutions.
• Ability to assist customers with web navigation and online account management.

• Exemplary communication and organizational skills, a professional demeanor and a service heart are required to ensure all interactions with internal and external stakeholders reflect our brand standards and company values.
• Strong organizational, problem-solving, and analytical skills demonstrated by the ability to make timely and sound decisions.
• Required to work evenings, weekends and occasionally holidays when necessary.
• Able to lift and carry 40lbs for short periods.
• Must have a valid driver’s license

Crimson Wine Group is committed to creating a workplace and culture that celebrates diversity, equity and inclusion as part of what makes us a little different and a lot better. Our success is informed by the wide range of experiences and perspectives that our team brings to each of our wines – from vine to bottle and beyond. We encourage all applicants with a vision for creating a more equitable, inclusive and diverse wine industry to apply to join our team at Crimson Wine Group. All applicants will receive consideration for employment without regard to all federally and state protected classes. If you require assistance to participate in the application process, please contact us at HR@Crimsonwinegroup.com.

The projected hourly pay range for this position is $24.00 to $26.00 per hour (in addition to potential bonus and commission). This range is the projected compensation for this position however the actual compensation offered may vary based on job-related factors such as (but not limited to) candidate qualifications, related experience and education, candidate work location and market data. Crimson Wine Group reserves the right to modify the pay range/rate at any time in the future.