Direct Sales & Wine Club Coordinator

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Hartford Family Winery


POSITION SUMMARY: 
Primary responsibility divided as outlined below between executing wine club orders in a timely manner, focusing on customer service follow-up and selling our limited production wines to our member base over the phone.

ESSENTIAL FUNCTIONS/DUTIES:

Wine Club Customer Relations and Wine Club Sales: 65% of job

  • Acquire commanding knowledge of wines, vineyards, winemaking, appellations, winery, and sense of place.
  • Respond promptly to all telephone and email inquiries, requests and complaints from Wine Club members to insure consistent, timely and quality service. 
  • Phone and Internet Outreach to Wine Club Members to provide information on events and tasting room experiences, to build customer rapport, update Membership data, and to sell wine.
  • Maintain returned wine program.
  • Maintain will call program.
  • Oversee Wine Club membership application data entry.
  • Assist with implementation of programs to grow Wine Club membership and manage attrition rate.
  • Assist with hospitality appointments.
  • Assist with packing and shipping orders when needed.
  • Attend and help coordinate wine club events.

Manage Complete Customer Database, Reporting, and Legal Compliance: 15% of Job

  • Obtain all customer information and update and Maintain customer records online.
  • Manage and maintain complete customer database including but not limited to critical contact information, secure credit card data, club membership status, customer insights, buying preferences, buying history, comments and transaction history.
  • Ensure legal compliance with inter-state shipping regulations and restrictions for all direct sales orders.

Direct Phone and Internet Sales Communications: 20% of job

  • Communicate directly with All Customers by Phone and Internet, as assigned by supervisors, to effectively sell and upsell wine, wine club membership, event participation, and related products.

JOB REQUIREMENTS:

Essential Skills, Experience, and Education:

  • Ability to work independently, take initiative and be self-directed, as well as work collaboratively with a diversity of individuals at all organizational levels.
  • Ability to effectively communicate with diverse client group.
  • Possess strong customer service orientation, tact and diplomacy.
  • Excellent verbal and written communication skills.
  • Ability to understand and follow written and verbal instructions.
  • Strong organization, problem-solving, and analytical skills.
  • The ability to work and manage multiple priorities in a fast-paced, dynamic environment with enthusiasm, while maintaining a high level of detail is required.
  • Strong computer proficiency and data entry experience.
  • Commitment to excellence and high standards.
  • “Can do” attitude
  • Team player
  • Ability to maintain a professional appearance and demeanor.
  • Ability to work weekends and evenings on occasion.
  • Computer skills including MS Word, Excel, and PowerPoint. eWinery and JD Edwards experience preferred.
  • Two years’ experience in an office environment; wine industry experience preferred.
  • College degree preferred.

Physical Requirements

  • Ability to utilize a computer, including entering data for long spans of time.
  • Ability to lift 50lbs.

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