Customer Service Associate

DTC · Rutherford, California
Department DTC
Employment Type Full-Time
Minimum Experience Experienced

Peju Winery is a family owned and operated winery located in Rutherford, in the heart of Napa Valley. Farming organically and sustainably, our estate-grown fruit develops into award winning wines that exhibit a graceful pairing of power and elegance. Peju Winery has been awarded Best Place to Work by the Northbay Business Journal for two years running. We are a Certified Green Winery committed to protecting the environment, providing extraordinary customer service, and recruiting smart, talented people to work with us. 

 

The Customer Service Concierge is an integral role of the company with inbound reservations, customer data mining/capture and sales serving as the primary directives of the position. This position is solely focused on contacting guests by phone, offering them promotional events, wines and updating their profile. To be successful in this role, you will need to possess the initiative to make telephone calls, have an uplifting, professional and gracious approach to sales and have a passion for sales results. We are seeking someone who enjoys telesales, possesses wine experience and strives to be the top sales person in any company. This position will be remote after training is completed.


Essential Job Functions:

 

Inbound Concierge, Sales and Services: (60%)

  • Assists guests in scheduling reservations for tasting room experiences and events, capturing customer data in AMS for all inbound Tasting Room inquires (walk-ins included).
  • Understands customer/guest issues or concerns and ability to quickly resolve and retain relationship
  • Upsells and processes all customer order requests from all DTC departments.
  • Assists Tasting Room staff with on-site customer service inquiries.
  • Answers, records, directs and processes all guest calls and emails with professional written/verbal skills.
  • Fields inbound telephone sales with ability to upsell Peju and sister winery products.
  • Manages reservation calendar/system for tasting room reservations, private tastings, culinary experiences, tours and Wine Club events.
  • Works closely with Tasting Room leadership, Experiences Leadership, and Wholesale leadership to ensure reservation and experience needs are met and set up for success.
  • Outbound calls to follow up with reservations to confirm date and time of visit and that customer data is entered.
  • Upsells sister property tasting room to inbound reservations and walk-ins
  • Presents knowledge and information on all Peju and sister winery products, services and events.
  • Assists shipping department with processing replacement orders and contacting customers to coordinate deliveries.
  • Tracks, reroutes, delays or returns shipments upon customer request.

 

Data Capture and Data Management: (40%)

  • Ensures all potential guests (walk-ins included) are recorded in AMS at time of reservation to set up teams for sales.
  • Provides customer data entry and CRM maintenance with a goal to increase overall data capture for company.
  • Data entry of customer information cards from the tasting room. Reviews new customer records in real time to ensure accurate data.
  • Assists Tasting Room with data entry and customer data acquisition over the weekends and peak times.
  • Works closely with Tasting Room Guest Services Associates for data capture and reservation updates
  • Merges duplicate accounts on a weekly basis, append customer data
  • Assists shipping department with processing replacement orders and contacting customers to coordinate deliveries. 

 

Job Requirements / Qualifications:

  • Concierge/ Reservations and phone experience
  • Ability to sit for long periods of time
  • Data entry, Data acquisition and Data management mindset
  • AMS experience or similar POS software experience
  • Strong attention to detail with the ability to produce highly accurate results with minimal supervision.
  • Ability to manage multiple tasks simultaneously
  • High School diploma, additional education preferred
  • Excellent written and verbal communication skills
  • Passion for wine and selling wine
  • Ability to meet deadlines and deliver high quality work product
  • Ability to build and enhance internal and external customer relationships.
  • Proficiency in basic computer skills including but not limited to Microsoft Office applications Outlook, Word, Excel, PowerPoint and Access.
  • Ability to learn new systems and procedures

 

If you possess a positive and professional attitude with strong concierge and sales experience over the telephone this position is perfect for you!  Come be part of a great team and a company that believes in family values.

Thank You

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  • Location
    Rutherford, California
  • Department
    DTC
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced