The eCommerce Coordinator is responsible for coordinating and maintaining the operational support of all sites, site features, customer experience and related core processes across the HALL Family Wines portfolio of brands. This individual will be integral to the success of the Hall Family Wines eCommerce business, as he or she will work with multiple stakeholders and platforms contributing to and executing strategy, plans and processes to ensure the site customer experience is optimal.

This individual will be responsible for executing day-to-day activities required to maintain normal operations of our online stores. These duties will include, but not be limited to, supporting cross-functional execution of campaigns, overseeing back-end and front-end operations, SKU and inventory management, and shipment resolution. The position reports to the eCommerce Manager.

Job Summary:

• Website Management
  • Manage all aspects of the online wine shop including product and category setup, merchandizing category pages, product recommendations, and featured content in.
  • In partnership with the eCommerce Manager, set up and manage all discounts and sales in Magento, test for accuracy.
  • Assist with website development projects including UAT testing and launch activities.
• Customer Experience
  • Oversee escalation of customer service inquiries, maintaining exceptional standards, compliance, and ensuring customer satisfaction.
  • Provide customer service for ECOM orders including but not limited to assisting with damaged shipments, rerouting orders, proactively reaching out to customers regarding delivery issues, etc.
  • Partner with the Shipping team to troubleshoot and resolve carrier and customer issues.
  • Oversee online chat during business hours to assist customers through the process and increase average order value.
• 3rd Party Vendors
  • Become a super user with the third-party tools on the site including but not limited to Narvar - shipping email platform, Yottaa load time optimization, Yotpo Site Reviews, Insider Website Personalization, Triggered Emails, and SMS.
  • Working alongside the eCommerce Manager, maintain frequent communication with our external platform vendors.
• Wine Club
  • Set up wine club bundle SKUs each quarter that power all wine club batch related processes within Magento.
  • Merchandise bundles with appropriate products to ensure the customization tool is presented correctly to customers.
  • Use analytics and inventory needs to optimize bundle setup for switch and add-on bottles.
• Product Management
  • Proactively add all products to the website, ensuring correct pricing, categories, CMS blocks, SEO tagging, images, and ribbons. Remove/change product details when needed.
  • In partnership with the Inventory Control Analyst, submit new SKU requests and manage the creation process.
  • Monitor inventory levels to ensure products that have available inventory remain in stock on the Magneto inventory ticker. Work closely with Inventory Control Analyst for Magento inventory accuracy.
• Order Management
  • Review orders for signs of fraudulent activity and reach out to customers to confirm purchases for orders in question.
  • Become proficient in DTC compliance restrictions and resolutions. Utilizing this information to review and assist with orders that do not pass compliance check.
• Analytics
  • Contribute to monthly ECOM reports by reviewing data in Google Analytics.
  • Provide reporting for promotional activities, comparing results to recent sales periods as well as comparative promotional activities.
• Marketing Coordination - Work with the marketing team to develop product-related landing pages for marketing campaigns.
• Product Knowledge - Become an expert in the HALL Family Wines product line up.
• Perform other duties as needed and/or assigned.

Qualifications:

• 1 years of ecommerce experience
• 2 years of customer service in a winery setting
• BA or BS degree in business, marketing, or economics preferred
• Excellent written and visual communication skills.
• Attention to detail spelling & grammar.
• General understanding of product catalogs, html, and content management systems, SEM and SEO tagging.
• Ability to work with many different personality types and knowledge levels.
• Understanding of the consumer journey and each touch point along the way.
• Familiarity with Google Analytics
• Appreciation of and interest in wine
• Ability to travel to other work locations for meetings

Compensation & Benefits:

• Salary dependent on experience with potential for bonus
• Among others, benefits include Health Insurance (Medical, Dental and Vision), paid vacation, paid volunteer work, 401K, and discounts on wines.
• Work with great people and great brands.

About HALL Family Wines:

HALL, WALT and BACA produce critically acclaimed Cabernet Sauvignons, Pinot Noirs and Zinfandels that stand among the best in the world. We are deeply committed to the production of exceptional wines that are reflections of the land from which the grapes are grown. We are proud leaders in sustainability, having built the first LEED Gold winery in California, in addition to our 11 certified sustainable (CCWA) Estate vineyards.

At HALL Family Wines, we strive to do the right thing, to follow responsible business practices and to give back to our communities. We believe in the philosophy of leaving the world better than we found it, a philosophy we have been putting into action for 50 years, both in business and through our family Foundation, established in 1977.

Hall Wines is an equal employment opportunity employer and considers qualified applicants without regard to gender, sexual orientation, gender identity, race, religion, veteran, or disability status.

Local candidates only please.