DTC Customer Service Operations Coordinator

About the Company:

Treasury Wine Estates (TWE) is one of the world’s leading wine companies.  We know that it’s the thinkers, makers and doers who have the most impact as we continue to strive towards being recognized as the world’s most admired premium wine company.  We are proud of our Treasury America’s portfolio of brands that have tremendous heritage, rich quality, and a reputation for excellence across the globe.  From our iconic Luxury Portfolio of Penfolds, Beaulieu Vineyard, Stags’ Leap Winery, Frank Family Vineyards, Beringer Winery, Etude and our Latest acquisition of Daou Vineyards, to the broad appeal of our Lifestyle and Innovation portfolio which includes Gabbiano, 19 Crimes, Matua, Sterling Vineyards, St. Huberts The Stag, Tapestry and Squealing Pig, we are committed to creating memorable wine experiences for our consumers. 

Summary:

TWE seeks a Direct- To-Consumer (DTC) Operations Coordinator who will support all DTC Inbound Customer Services via third-party provider including phone, email queues, chat, and consumer reservations. These activities are essential to the success of the DTC business. May assist in Order management and act as first escalation point for resolution of consumer issues. 

Key Responsibilities include:

• Monitors email queues for TWE DTC to SLA’s and is first escalation point for Consumer Issues which includes direct Consumer contact.
• Provides agreed upon updates to DTC Brand/Site Training Docs so that third- party Customer Service team has appropriate information when answering consumer inquiries.
• Manages and monitors consumer reservations including updates in system as communicated by site teams.
• Assists in Overseeing productive weekly site/third- party Customer Service team calls.
• Communicates issues/status effectively to DTC Customer Service Manager.
   

About You

• Prior eCommerce and DTC Phone back- end process experience.
• High level of general DTC Systems experience; understanding of e2e order processing.
• Ability to adapt to a rapidly changing environment.
• Ability to learn new ways of working; new systems capabilities.
• Problem Solving- agile thinking.
• Ability to Prioritize issues.
• Urgency in addressing and communicating issues.
• Strong communicator and collaborator- team focused.
   

What’s in it for you

• The opportunity to be bold and make an impact in the world of wine
• Access to the world’s most celebrated wines through our employee product allowance
• True flexibility in determining how, when and where you work to achieve your potential
• Opportunity to build a career across multiple functions (we’re really good at doing this!)
• Structured development programs to support your health, wellbeing and career
• “TWEforME Day” – an additional day of leave each year, for you to do you
• Meeting-free Monday mornings (we all love this!)
• Office in the beautiful Napa Valley region

Culture

We bring our whole selves, we’re courageous and we deliver together – that’s our DNA.  We’re a passionate bunch who enjoy working together, like to have fun and keep things down-to-earth.  We’re brave enough and care enough to have the right conversations to get the best outcome and are famous for our can-do attitude.  We’re definitely “glass half full” people and see challenges as opportunities and move with pace to achieve our goals.

If you’re ready to help us be the world’s most admired premium wine company, please apply now!

Inclusion, Equity and Diversity

Just like the wide range and variety of brands in our wine portfolio, TWE embraces diversity and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or on the basis of disability.

Pay Transparency Disclosure: The base pay range offered for this position is $26 to $28 per hour and a target bonus and other benefits. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. Our expectation is that the incumbent will work in our Napa, CA market listed above.  If the incumbent works out of another location, the wage rate may fall above or below this range. Treasury reserves the right to modify the range in the future.

Salary : $26 - $28