Customer Service Professional

Why Winebow?

At Winebow, we are strongly committed to creating an environment that fosters diversity, equity, and inclusion.  We are intentional in our efforts to ensure that every employee has a sense of value and opportunity in our company, and we work tirelessly to promote a culture of inclusion where our team feels safe, respected, and valued.  We want our Winebow family to feel at home and to be empowered to bring their best selves forward.  

We seek talent from all backgrounds to join our organization and are dedicated to achieving a diverse workforce in all aspects of employment including but not limited to recruiting, hiring, promotion, training, benefits, wage and salary equity. 

Provides customer service and support for Winebow’s Customers, Sales Representatives and Sales Management.  Processes new order transactions, completes order maintenance and credit adjustments, and assists with product and delivery inquiries. Provides customer service to clients striving for the highest level of customer satisfaction and loyalty.

This position is a hybrid role and is required to be in the office Tuesday - Thursday, and as business needs dictate.

ESSENTIAL FUNCTIONS:
• Delivers outstanding customer service to all internal and external clients.
• Resolves product or service problems by clarifying the customer’s issues; determining the cause, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment, following up to ensure resolution.
• Processes and coordinates routine and special customer order transactions.
• Maintains a current working knowledge of Winebow products.
• Works closely with Winebow’s Sales staff, providing support and feedback regarding communication with clients
• Provides phone coverage and support for sales staff and their clients as needed.
• Responds to emergency orders and customer service issues in a timely manner.
• Assists/attracts potential customers by answering product and service questions, suggesting information about other products and services when appropriate.
• Must be a team player, able to effectively prioritize and multi-task, and work well under demand to meet deadlines.
• Meets agreed upon goals and objectives effectively and in a timely manner.
• Arrives to work, appointments, meetings, and other work-related functions on time and as scheduled.
• Ability to work overtime when needed.

OTHER FUNCTIONS:
• Performs other duties as assigned, including coverage of front reception desk, as required
• Maintains relationships and favorable contacts with current and potential accounts.
• Resolves customer issues/problems
• Follows all safety policies and procedures; communicate hazards and/or suggest improvements to Manager
• Other duties as assigned

WORKING CONDITIONS:

Normal office environment.

EQUIPMENT/MACHINERY USED:

Office equipment including telephone, fax machine, copier, computer, calculator, and printer.

PHYSICAL REQUIREMENTS:

Sitting, standing, bending, manual dexterity, reaching, visual acuity, lifting up to 10lbs

MINIMUM REQUIREMENTS:
• High School Diploma or GED; College Degree Preferred.
• Minimum two years of Customer Service experience.
• Prior Computer and Phone Customer Service experience in luxury goods sector Required.
• Computer proficiency in WORD, EXCEL, and OUTLOOK programs
• Excellent interpersonal and communication skills.
• Demonstrated effective written and oral communication skills.
• Experience in the wine industry and/or wine knowledge Preferred

The hourly rate for this position $20.00 / hour.  We offer a comprehensive benefits package of medical, dental, vision, life, AD&D, 401k with company match, employee purchase program (where licensed) and paid time off. If you are hired at Winebow, your final base salary compensation will be determined based on factors such as geographic location, skills, education and/or experience.  In addition to those factors, we consider internal equity of our current team members as a part of any final offer. 

EMPLOYERS RIGHTS:
This job description does not list all the duties of the job. You may be asked by management to perform other duties. Winebow has the right to revise this job description at any time. This job description is not a contract for employment. Your continued employment with Winebow is by mutual consent.