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Client Relations Specialist

2 months ago

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

About Realm Cellars
Realm Cellars stands as a remarkable entity in Napa Valley, exemplifying a modern winery that has achieved success through unwavering dedication and a commitment to quality wine production. Founded in 2002 and revitalized in 2012, Realm has evolved from a struggling brand to a respected winery, boasting two vineyards and a focus on producing highly sought-after wines.

Role Summary
The Client Relations Specialist plays a crucial role in embodying the values and identity of Realm Cellars while managing daily communications. Key responsibilities include engaging with direct-to-consumer (DTC) and trade partners through various communication channels. This position will also support release campaigns, customer experiences, logistics, and inventory management. Additional tasks involve maintaining accurate records in the CRM, participating in system improvement discussions, and documenting standard operating procedures for both internal and external users.

Key Responsibilities
  • Serve as the primary contact for inbound communications, handling inquiries related to DTC and trade sales, shipping, and reservations with professionalism.
  • Manage winery email correspondence, ensuring prompt and proficient responses to inquiries.
  • Deliver customer service in accordance with established procedures, exercising sound judgment in addressing inquiries without predefined solutions.
  • Gather and analyze feedback from members and guests, sharing insights with the Membership team regularly.
  • Maintain accurate customer records and document all service interactions in the CRM.
  • Review new sign-up data daily, correcting account details as necessary.
  • Monitor payment processing for sales and investigate any fraudulent activities.
  • Utilize sign-up data to develop outreach strategies aimed at enhancing customer engagement.
  • Lead outreach initiatives for DTC releases and other campaigns, reporting outcomes to the team.
  • Address shipping inquiries proactively, ensuring clear communication to resolve fulfillment issues.
  • Participate in team meetings, contributing notes and insights.
  • Continuously refine customer service communications and procedures to align with best practices.
Ideal Candidate Profile
  • Exemplifies high standards in service and client interaction.
  • Possesses strong relationship-building skills with existing and potential clients.
  • Demonstrates self-motivation and goal orientation in both independent and collaborative settings.
  • Exhibits a sense of urgency and meticulous attention to detail in task management.
  • Communicates effectively, both verbally and in writing.
  • Embraces resilience and values collaboration and constructive feedback.
  • Applies creative problem-solving and conflict resolution skills in guest interactions.
  • Fosters professional relationships with team members and key partners.
  • Aims to gain expertise 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 of experience in customer service or sales, preferably in the wine industry.
  • Bachelor's degree or equivalent professional experience.
  • Proficient in Microsoft Office and CRM systems, with Salesforce experience preferred.
  • Strong understanding of effective customer service techniques.
  • Excellent interpersonal and collaborative skills.
  • Must be at least 21 years of age.
Physical Requirements & Work Environment
  • Ability to perform physical tasks such as standing, walking, and lifting up to 40 lbs.
  • Capable of working in both indoor and outdoor environments.
  • Primarily operates in a professional office setting with occasional exposure to production facilities.
  • Maintains a safe and positive work environment.
  • Flexible work schedule may be required during peak demand periods.
Benefits

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