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Customer Service Operations Coordinator

2 months ago

American Canyon, California, United States Jackson Family Wines Full time
Job Title: Operations Coordinator - Distribution & Warehousing

At Jackson Family Wines, we are seeking a highly skilled and organized Operations Coordinator to join our Distribution & Warehousing team. This role is based out of our state-of-the-art distribution center in American Canyon, where you will play a critical part in ensuring seamless shipping of product to our customers.

Key Responsibilities:
  • Support the customer service team in the fulfillment of both 3-tier and sample orders, ensuring timely and accurate delivery of products to our customers.
  • Work cohesively with the Inventory Supervisor to ensure efficient shipping of product to our customers, maintaining a high level of customer satisfaction.
  • Collaborate with other departments, such as Accounts Receivable, Sales, and Marketing, to resolve sales order issues in a timely manner, minimizing delays and maximizing customer satisfaction.
Key Performance Indicators:
  • Proficient in all customer service department duties, including EDI maintenance, allocations administration, order fulfillment, and researching and resolving customer service and warehouse exception orders.
  • Provide support to domestic and international samples as needed, ensuring timely and accurate delivery of products to our customers.
  • Communicate cross-functionally with other departments to resolve sales order issues, maintaining a high level of customer satisfaction.
  • Provide guidance on customer support functions, including returns, claims, and credit/debit memos.
  • Facilitate the day-to-day accuracy of shipping items to ensure we are continuously moving through current vintages, maintaining a high level of customer satisfaction.
  • Monitor daily sales order entry and scheduling during peak shipping periods to meet shipping goals, ensuring timely and accurate delivery of products to our customers.
  • Partner with Sales and marketing teams to ensure the customer service/inventory team has up-to-date information on new items, brands, and programs.
  • Assist IT and customer service team with the onboarding of new distributors to the EDI process, ensuring seamless integration and minimizing delays.
Requirements:
  • Ability to stay organized and on task in a fast-paced environment, with a high level of attention to detail.
  • Strong technical troubleshooting skills to ensure efficient order fulfillment, with a focus on minimizing delays and maximizing customer satisfaction.
  • Advanced computer skills, including experience with MS Excel, Outlook, and specialized software, with a focus on data analysis and reporting.
  • Professional demeanor, tactful communication, and a high level of customer service, with a focus on building strong relationships with internal and external stakeholders.
  • Related wine industry shipping and operations experience preferred, with a focus on logistics and supply chain management.
Work Environment:

Ability to work in a fast-paced work environment with all levels of personalities within the organization, with a focus on teamwork and collaboration. Must be a team player who is able to work as part of and be supportive of the other team members, with a focus on building strong relationships and achieving common goals.