Job Title: Customer Experience and Sales Specialist
Department: DTC – Sales and Guest Experience
Directly Reports to: Assistant Manager, Customer Experience and Member Relations
Classification: Full-time, Non-Exempt
We are looking for an enthusiastic, hard-working, and customer-service-driven rock star to join Bundschu Company’s Sales and Guest Experience department. This is the ideal position for someone seeking a comprehensive and diverse overview of the wine industry, who also thrives from providing world-class customer service in an energetic, fast-paced environment.
The perfect candidate is a customer-focused dynamo with exceptional communication skills to provide sincere and graceful assistance via phone and email. Responsibilities include understanding diverse customer needs, optimizing guest experiences during reservations, managing sales operations and customer data, and contributing to achieving sales targets and KPIs. Wine club coordination and AMS experience a plus. Flexibility with scheduling, including weekends, is required.
Duties And ResponsibilitiesCustomer Service

• Assume role as concierge for all Bundschu Company brands and sales departments. Administer incoming calls and emails, helping guests connect to proper parties in a timely manner
• Responsible for scheduling of tour and tasting appointments and aligning our retail, private event and trade guests with the best experience. Includes qualifying and upselling retail and trade visitors, and coordinating VIP experiences.
• Manage and maintain up to date information on all current offerings (including events, concerts and experiences) to provide accurate answers to inquiring guests.
• Work with team to consistently improve customer service.
• Participate as needed in winery events to improve the guest experience.

Membership, Sales and Support

• Work as a member of the club team to help update member accounts, process and up-sell club orders, reroute packages as needed, and handle any other customer service troubleshooting.
• Participate in decline programs to update credit cards or cancel members with no contact.
• Maintain and monitor all welcoming, canceling, or special communications to wine club customers and gift recipients on a timely basis.
• Process new member signups immediately to assure receipt of proceeding monthly wine club shipment and entry into the database daily, as well as assist with other data entry projects.
• Coordinate and process internal order requests including sample, merchandise, and point of sales materials to support marketing and our wholesale and trade partners.
• Administrate new product setups and maintenance in wholesale portals to align with compliance and wine release calendar.
• Assist with departmental projects, including mailing of welcome packets, tenure rewards, trade recognition programs, and others as needed.
• Participates as a member of the Bundschu Co omni-channel sales team to achieve department goals, maintain excellent guest service and communicate needs to ensure sales success.
• Participate as needed in trade visits, market work, off-site events, and trade shows.
• Assists with training and problem solving as needed.
• All other duties as assigned.

Qualifications

• Positive attitude, service-driven, and enthusiasm for providing a world-class customer experience in a fast-paced environment.
• Warm and highly polished communication skills (verbal and written), both internally and externally.
• Dependable self-starter with a keen attention to detail. Internally driven and motivated; ambitious and hard-working.
• A sense of urgency, with the ability to manage priorities and workflow with frequent interruptions.
• Experience with database management and various software. AMS, Tock, Tripleseat experience preferred.
• Ability to work independently and as a member of various teams and brands.
• Professional appearance and demeanor.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Always thinking a step ahead.
• Superior knowledge of our wines and experience offerings for the winery and the surrounding area.
• Position requires prolonged sitting, standing, bending, stooping, twisting, and lifting products and supplies weighing 50 pounds, and repetitive hand and wrist motion

Work EnviromentShared office environment, working at a desk throughout the workday. Occasional participation in winery events required, which includes setting up/breaking down events, pouring/carrying wine amongst other physical duties.
CompensationBundschu Company offers its employees a comprehensive benefits package. The core health insurance components include medical and dental. Bundschu Co. covers a portion of cost for employees and dependents. Other benefits include 401(k) with discretionary company match, vision insurance, FSA and disability insurance, wine and merchandise discounts and many more!