What are the responsibilities and job description for the DTC Outbound Sales position at Winery Division?
ESSENTIAL PURPOSE: To provide professional and high-quality service to our database of customers who have recent purchasing history. The Outbound Sales Team Member will build relationships with our customers by finding wines that fit their palate, provide recommendations on food pairings/aging/storing/serving etc., and introduce them to new wines. They will be responsible for focusing on target wines, informing customers about our Wine Club, and achieving sales and activity goals.
ESSENTIAL DUTIES:
-
Outbound Calling
- Perform outbound calls delivering a sales-focused approach to every customer interaction.
- Achieve the activity goal of at least twenty-five outbound sales calls per workday.
- Provide high quality customer service to current and previous buyers.
- Focus on target wines to contribute to overall winery sales goals.
- Achieve weekly and monthly sales goals.
- Participate in daily outbound sales team meetings.
-
Database Management
- Enter sales orders into Winedirect, ensuring orders are complete and accurate.
- Maintain an up-to-date consumer database (e.g., update credit card information, billing, and shipping addresses)
- Provide receipts and tracking information post-sale.
- Set follow up tasks and make notes of customers’ preferences, buying habits and other sales opportunities.
Wine Shipments, delivery, and inventory- Assist customers with shipping information, package tracking and other order issues as they arise.
- Contact all customers with returned shipments, update information, and ensure successful reshipment.
- Communicate daily with fulfillment service.
Guest Communication- Respond in a timely manner to all calls, texts, and emails from customers. Promptly investigate and follow up on any customer service concerns.
- Knowledge of all PlumpJack Collection Wineries and available wines to provide customized recommendations based on customer’s preferences.
- Provide recommendations on food pairings, when to drink, how to store, and how to serve wine.
- Deliver 5-star customer service and function as lead concierge for our 4 Estate Wineries utilizing Tock to book and manage reservations and guest experiences.
- Assist customers in membership coordination under the direction of the Membership Manager.
- Educate customers on the Wine Club opportunities and benefits.
- Provide administrative assistance when needed.
- Other duties as assigned.
JOB KNOWLEDGE & EDUCATIONAL LEVEL:
High school diploma or equivalent required. Some College preferred. English fluency required. Proficient in MS Word, Excel, Teams, and Outlook. Experience in WineDirect and Tock is a plus.
SKILLS AND APTITUDES:
- 2 years’ telephone sales experience preferred.
- Exceptional sales and interpersonal communication skills – phone, verbal, and written context
- Self-starter with a positive work ethic and ability to work collaboratively within a team and independently to achieve personal goals.
- Highly detail orientated, organized, and efficient.
- Experience using CRM and other computer-based project management tools.
