Wine Club Associate (Wine Jobs: Wine Retail & Sommelier)

Full Time

  St. Francis Winery

  Santa Rosa, California

The Wine Club Associate position at St. Francis Winery and Vineyards is responsible for promoting wine sales through virtual channels and for all aspects of customer service and wine club administration. Responsibilities will include inbound and outbound telephone calls and e-mails, wine order processing and upselling, problem research and resolution, maintenance of club schedules for shipments and orders, invoice preparation / verification and wine club database management / reporting. Responsibilities also include coordinating club operations with other departments, representing the Winery at Wine Club events and monitoring compliance of wine shipments with state regulations.

This is a regular (full-time), non-exempt position requiring the ability to work weekends and holidays, as well as flexibility in scheduling to ensure business-staffing needs are met. Regular schedule Tuesday-Saturday.

•  Daily phone and email contact / customer service with wine club members.
•  Promotes offers to loyal customers through outbound calls and personalized emails to meet monthly / annual sales goals.
•  Database management for wine club, including daily database use, new customer entry, account updates, customer purchase entry, cancellations, will call pickups and special customer requests.
•  Order processing including follow up on error transactions and tracking orders submitted by our sales partners.
•  Queries reports to track sales.
•  Assists with marketing efforts to wine club and mailing list customers, including preparation and implementation of membership benefits and promotions, such as welcome letters, events calendar, newsletters, new releases, invitations, announcements and other collateral material. May assist in writing Wine Club marketing material and with Internet coordination of information to be posted on the company’s website.
•  Facilitates wine club shipments 6 times per year, including updating invalid credit cards and account information prior to shipment, coordinating letter and shipment inserts prior to each shipment, handling special customer requests, assisting in coordination of wine transfers to shipper and tasting room, processing club payments electronically, reconciling monies, following up on error transactions.
•  Stays informed on current compliance laws and SFW shipping processes to convey to club members.
•  Understands and follows daily wine movement processes.
•  Follows up on shipping issues, including tracking and returned packages.
•  Files new member applications.
•  Assists with and/or conducts tastings for wine club members.
•  Helps facilitate and attends wine club member on site & regional events.
•  Compiles and tracks wine club incentives to Tasting Room Sales staff.
•  Supports Tasting Room on Saturday’s in Member’s Only Reserve Room
•  Handles the transfer and packaging of wines for will call customers.
•  Assists the Tasting Room with events, pouring and other related activities as needed.
•  Works all Wine Club functions including special events, pick-up parties and off-site pourings.
•  Supports and demonstrates commitment to the Company’s sustainability and green initiatives/practices, including energy and resource efficiency, recycling programs, etc.
•  Fully supports the Winery’s policies and procedures.
•  Fully supports the Winery’s commitment to the established Safety practices and policies.
•  Special projects and other responsibilities as assigned.

•  Minimum of 2 years sales and customer service experience, preferably in the wine industry.
•  Excellent verbal, written and interpersonal communication skills.
•  Passionate about sales and customer relationship marketing; outgoing people-oriented salesperson with the finesse to relate well with high-end customers.
•  Highly accurate, organized and detail oriented, with strong multi-tasking and time management skills.
•  Self-motivated and willing and able to assume additional responsibilities.
•  Ability to anticipate customer needs and respond appropriately, as well as take initiative to resolve day-to-day customer concerns within the parameters of the position responsibilities.
•  Ability to work in a team environment and perform duties and responsibilities in a manner consistent with the Company’s policies.
•  Strong proficiency with Microsoft Word, Excel, Access and Outlook; prior experience with database management systems and POS; Web-savvy.
•  Ability to work weekends and holidays as well as flexibility in scheduling to ensure business-staffing needs are met

St. Francis Winery and Vineyards is an equal opportunity employer, committed to a divers and inclusive work environment. (EOE M/V/F/D)

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