Essential Duties and Responsibilities:
At all times provide exceptional customer service through courteous and professional oral and written communication
Direct marketing; in-bound and out-bound telephone sales duties; order review and processing; invoice preparation and verifications
Accurately process phone orders, charges, returns and special requests for Wine Club members
Graciously respond to customer inquiries via telephone or written correspondence in a timely manner, up-selling wherever appropriate
Coordination of wine sample shipments
Maintain current and comprehensive knowledge of all Wine Club products and services for multiple brands
Maintenance of Wine Club and telemarketing databases and reports
Proactively identify and resolve customer issues with thorough research and follow-through
Promote and sell all Wine Club special events and promotional wine offers
Assist with internet sales coordination
Contribute to Wine Club written materials, including letters, newsletters, emails, etc.
Assist with order fulfillment via will call or third party shipper
Occasionally attend Wine Club or Winery hosted special events as a Mumm Napa or Kenwood Vineyards ambassador
Three years experience in a premium wine sales (or other premium consumer product) capacity with an emphasis on exceptional customer service.
Experience using POS, Wine Club database and Ship Compliant systems.
Minimum requirement of high school diploma or equivalent; college courses in marketing, sales or wine business preferred
Excellent attention to detail and ability to anticipate customer needs and respond appropriately
Ability and willingness to up-sell
Exceptional oral and written interpersonal communication skills
Ability to function independently and make empowered decisions that positively affect the customer's experience
Prior Wine Club experience preferred
Practical experience working with MS Access, Windows, and MS Office applications.
Ability to perform multiple tasks while remaining focused and organized
Ability to be creative and handle a fast paced environment while meeting deadlines
Passion and knowledge of sparkling & still wine, wine production and the wine industry in general
Physical and or other requirements:
Ability to occasionally lift up to 50lbs (case of wine)
Able to ascend and descend stairs
Able to bend, stoop, push, kneel and reach
Ability to sit for prolonged periods
Ability to work overtime and alternate hours when needed, may work a flexible schedule, including nights and weekends
Pernod Ricard USA