Sr. Concierge, Customer Experience

2 months ago

Napa, United States Lewis Cellars Full time
Job DescriptionJob DescriptionCompany Description

Lewis Cellars is located in Napa Valley region of California's Wine Country. We take pride in our day-to-day winemaking activities and the collaborative relationships we have forged in Napa Valley to secure the finest fruit, producing highly coveted wines of each vintage. With our integration into The Wonderful Company, we're in the process of growing our Customer Experience team and seeking a Senior Concierge, Customer Experience to join our Wine Customer Experience team.

This person will provide excellent customer service, sales support, and support to our Insider members and customers for Lewis Cellars via various omnichannel platforms. This Sr. Concierge will also support the Manager, Customer Experience with daily and special tasks.

Work schedule: This position is based in Napa Valley, CA and is part of the hybrid work schedule (Monday - Wednesday in office, Thursday - Friday at home). The schedule will vary throughout the year as it is determined by the ebb and flow of traffic to our different business units. You must be willing to work rotational schedule, including weekends, as needed.

Job Description

  • Provide exceptional customer service to Lewis Insider members and guest purchasers through all forms of communication, including phone, email, chat, text, and in person
  • Actively recruit members to join Lewis Insiders (wine club) and sell wine to existing members and customers
  • Serve as the face of Customer Experience for Lewis Cellars and deliver an elevated concierge-level service to customers and stakeholders 
  • Manage and improve logistics and shipping process (deliverability, compliance, returns, and damages) alongside the Manager, Shipping & Logistics
  • Manage seasonal club charges, decline management, and new member inclusion and recruitment with Manager, Customer Experience
  • Support daily ecommerce and club order systems, shipping, and customer experience tasks and goals
  • Manage customer tags, such as employee and special pricing qualifications
  • Maintain accurate record-keeping and CRM database information
  • Participate in on-property events and execute off-site events as needed
  • Develop network of contacts, service providers, businesses within the community to serve stakeholders
  • Recognize guests to develop professional relationships with them and use surnames as often as appropriate
Qualifications

  • 4 years of sales, hospitality, or marketing/PR experience, preferably within the wine industry. Wine-specific certifications are a plus.
  • Bachelor's Degree from an accredited institution preferred
  • Possesses a spirit of excellence and a passion for customer experience
  • Proven success in building customer relations and sales strongly preferred
  • Must be able to work individually and in a team environment and maintain high service standards
  • Proficient with Microsoft Office, especially Excel and Outlook
  • Experience with Direct-to-Consumer (DTC) / winery eCommerce systems, (Commerce7, ShipCompliant); shipment planning and logistics experience a plus
  • Demonstrated ability to work well under pressure with bias for agility and organization

Pay Range: $29.00 - $33.65 per hour. Final compensation will be dependent upon skills & experience.  



Additional Information

  • Competitive benefits package including Medical (including 24/7 online access to a physician), Vision, Dental and 401k with match eligibility
  • Opportunity for development and internal mobility
  • Manager and leadership training, weekly L&OD webinars, and eLearning offerings
  • Training in continuous improvement and project management
  • Wonderful Giving (wonderfulgiving.com) - allowing you to donate company money to a cause of your choice
  • Company prioritizes wellness through its Wonderful NOW (Nourish Our Wellness) initiative, which provides a robust suite of wellness offerings such as access to mental health resources and life coaching, employee community groups, cash rewards for healthy habits, and on-demand fitness videos

Since 1992, Lewis Cellars has flourished from a small family winery into a continually growing world-class winemaking facility in Napa Valley. We take pride in our daily winemaking operations and the partnering relationships we have established to ensure we pursue our production goals. Sourcing the finest fruit exclusively from Calistoga, St. Helena, Rutherford and Oak Knoll, our carefully selected varietal characters result in top-scoring, world class wines. To discover more about Lewis Cellars, please visit our website Lewis Cellars.

To learn more about The Wonderful Company, visit www.wonderful.com, or follow us on Facebook, Twitter and Instagram. To view the current Corporate Social Responsibility report, visit csr.wonderful.com

The Wonderful Company is an Equality Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

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