Client Engagement Specialist

SUMMARY: Provides professional and high-quality service to our database of customers. The Client Engagement Specialist 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 in our collection. They will be responsible for focusing on target wines, informing customers about our Phelps Preferred wine club, and achieving sales and activity goals.

DUTIES AND RESPONSIBILITIES

Outreach

· Perform outreach calls, delivering a sales-focused approach to every customer interaction.

· Achieve daily, weekly, and monthly activity goals set by department leaders.

· Provide high quality customer service to current and previous customers.

· Focus on target wines to contribute to overall winery sales goals.

· Participate in weekly DTC team meetings.

Database Management

· Enter sales orders into Commerce7, ensuring orders are complete and accurate.

· Maintain up-to-date consumer database (i.e. update credit card information, billing, and shipping addresses’).

· Provide receipts and tracking information post-sale.

· Set follow up task and make notes of customer’s preferences, purchasing habits and other sales opportunities.

Wine Shipments, delivery, and inventory

· Work closely with our Customer Service and Phelps Preferred Teams to assist customers with shipping information, package tracking and other order issues as they arise.

Guest Communication

· Respond in a timely manner to all calls, texts, and emails regarding direct sales orders.

· Promptly investigate and follow up on any customer service concerns.

· Knowledge of Joseph Phelps Vineyards story 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 wines.

· Deliver luxury and white glove customer service to all clients externally.

· Act as a professional brand ambassador at all times and in all interactions.

· Assist customers in membership coordination under direction of the membership manager.

· Educate customers on Phelps Preferred opportunities and benefits.

· Provide administrative assistance when needed.

Other duties as assigned.

Requirements

JOB KNOWLEDGE & EDUCATIONAL LEVEL:

Proficient in MS Word, Excel, Teams and Outlook, Commerce7 and AMS. Not required, but are a plus.

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from clients, customers, and the public.  Ability to write emails and responses to customers.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability, statistical analysis, budgeting, and reconciliation.

REASONING ABILITY

Ability to solve practical problems associated with customer service.

PHYSICAL DEMANDS

Must be able to sit and stand for prolong periods of time, work on a computer for prolong periods of time.

WORK ENVIRONMENT

Work is mainly done in an office environment or in a remote work setting. May be asked to come onsite 1 day a week or as needed.

Hourly Rate: $26- $30 Per hour + Commission

Benefits

-13 Paid Holidays
-Vacation & Sick time
-Paid Wellness Day and Monthly Wellness Reimbursement
-"Farm Fresh to You" membership
-Comprehensive Health Benefits: Medical, Dental and Vision
-401K match
-Annual Employer Gift
-Generous Employee Discounts

-Employee Wine Program