What are the responsibilities and job description for the Member Services Specialist position at Duckhorn Wine Company?
The Duckhorn Portfolio is North America’s premier luxury wine company. We were established in 1976 by Dan and Margaret Duckhorn. Today, our portfolio features some of North America’s most revered wineries, including Decoy, Paraduxx, Goldeneye, Migration, Canvasback, Calera, Kosta Browne, Sonoma-Cutrer, Greenwing and Postmark.
The Member Services Specialist is responsible for building and enhancing relationships with members, customers, and VIP corporate clients while executing The Duckhorn Portfolio best-in-class customer service within all Direct-to-Consumer (DTC) channels. This position interacts with DTC Managers, Hospitality, and Marketing teams to serve and enhance all member and customer service needs. This position must possess a next-level desire for hospitality, relationship building, problem-solving, and grace under pressure both in-person, on the phone, or over email.
What we will ask you to do:
Membership, Sales, and Customer Service (75%)
- Serves as main point person for all DTC inbound calls and emails regarding general wine inquiries, membership needs, corporate gifting, order troubleshooting, order processing, and Visitor Center inquiries.
- Ensures order quality assurance and customer data in all DTC channels.
- Oversees outbound member and customer call campaigns throughout the year.
- Provides technical and/or product-related information to both internal and external customers.
- Ensures that customer and member data is accurately captured and maintained.
- Utilizes CRM tools during customer interactions to increase order satisfaction and value.
- Acts as key liaison and trainer for Visitor Center teams, conducting CRM training and updates as needed.
- Assists with and execute marketing campaigns and programming such as holiday and corporate gifting and seasonal new releases.
Fulfillment Operations and Compliance (15%)
- Ensures that all work regarding consumer sales, shipping, and service is completed in full compliance with alcohol shipping laws.
- Serves as a key contact and troubleshooter for inquiries regarding order fulfillment for DTC channels.
- Processes returns and initiates reshipment and/or refunds for customers and members.
Hospitality and Events (10%)
- Participates in hosting member on and off-site events, including weekends and evenings.
- Hosts VIP members and guests for tastings as needed.
- Seeks to learn what makes our winery, winemakers, wines, vintages, vineyards, and history unique.
- Works directly with Hospitality and VC teams to educate and share important shipping updates, seasonal shipping plans, CRM training, will-calls, inventory movement and requests, and membership shipment updates.
What you will need:
- 3 years’ premium wine sales (or other premium consumer product) capacity with an emphasis on exceptional customer service.
- Experience with Wine Direct software/Vin65 or CRM equivalent.
- Computer proficiency in Microsoft OS – Outlook, Excel, and Word.
- Attention to detail and ability to anticipate customer needs and respond accordingly.
- Passion to serve internal and external customers in a confident and professional manner.
- Ability to function independently and make empowered decisions that positively affect the customer’s experience within compliance.
- Ability to travel as needed, work evenings or weekend shifts.
- Valid Driver's License and insurable MVR.
What we will provide:
- Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance.
- Paid time off and 11 paid holidays.
- 401(k) plan where we invest 10% of your wages every year for your retirement at no cost to you, subject to management discretion.
- A diverse team of coworkers that care about each other in a fun, exciting work environment.
- A company that promotes from within, provides great training and a generous tuition reimbursement program.
