Client Relations Specialist

2 weeks ago


Napa, California, United States Realm Cellars Full time
Position Overview

About Realm Cellars
Realm Cellars stands as a remarkable winery in Napa Valley, exemplifying a modern approach to wine production. Founded in 2002 and revitalized in 2012, Realm has evolved from a struggling brand to a prominent winery in the Stags Leap District, managing two vineyards across 50 acres. With access to premier vineyards, Realm produces some of the most coveted wines in the region, driven by a passionate team committed to excellence.

Role Summary

The Membership Coordinator plays a pivotal role in embodying Realm's identity through professional communication and daily operations. This position involves engaging with direct-to-consumer (DTC) and trade partners via various communication channels. The coordinator will also support release campaigns, logistics, fulfillment, and inventory management, while ensuring accurate data maintenance within the CRM system.

Key Responsibilities
  • Serve as the primary contact for inbound inquiries related to DTC and trade sales, ensuring professional and knowledgeable responses.
  • Manage all winery email communications, addressing reservations, sales, and account inquiries promptly.
  • Deliver exceptional customer service in line with Realm's operational standards, utilizing sound judgment to address unique inquiries.
  • Gather and analyze feedback from members and guests, providing insights to the Membership team regularly.
  • Maintain accurate customer records and document all service interactions within the CRM.
  • Review daily sign-up data and correct account information as necessary.
  • Monitor payment processing and identify any fraudulent activities.
  • Develop outreach strategies based on customer data to enhance engagement and conversion rates.
  • Lead outreach initiatives for DTC releases and campaigns, reporting on outcomes for team evaluation.
  • Address shipping inquiries with proactive communication to resolve any fulfillment challenges.
  • Participate in weekly team meetings, sharing insights and updates.
  • Continuously refine customer service communications and procedures to align with best practices.
Ideal Candidate Profile
  • Demonstrates high standards in service and client interaction.
  • Possesses strong relationship-building skills with both existing and potential clients.
  • Exhibits self-motivation and goal orientation, thriving in both independent and collaborative settings.
  • Manages tasks with urgency and meticulous attention to detail.
  • Displays excellent verbal and written communication skills.
  • Embraces resilience and is open to collaboration and feedback.
  • Utilizes sound judgment and creative problem-solving skills in guest interactions.
  • Fosters productive relationships with team members and external partners.
  • Aims to become knowledgeable in luxury wine and elevated customer service practices.
  • Seeks to understand the luxury wine market and create meaningful consumer experiences.
Qualifications
  • Exceptional written and verbal communication abilities.
  • Minimum of 3 years in customer service or sales, preferably in the wine industry.
  • Bachelor's degree or equivalent experience.
  • Proficient in Microsoft Office and CRM systems, with Salesforce experience preferred.
  • Strong grasp of effective customer service techniques.
  • Excellent interpersonal skills.
  • Must be at least 21 years of age.
Physical Requirements & Work Environment
  • Ability to perform various physical tasks, including lifting up to 40 lbs.
  • Willingness to work in diverse environments, both indoors and outdoors.
  • Primarily operates in an office setting with occasional visits to production areas.
  • Responsible for maintaining a safe and positive work atmosphere.
  • Flexibility to work extended hours during peak periods.
Benefits

Realm Cellars offers competitive compensation and a comprehensive benefits package, including medical, dental, vision, 401k, paid time off, and educational reimbursement.



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