Customer Service Representative

Company Overview

Gordon's Fine Wine is a leading fourth-generation purveyor of fine wine, spirits, and craft beer in New England. We recently expanded our operations through the acquisition of Bakers' Best Catering. This esteemed food and catering institution has earned a stellar reputation for excellence in catered events, serving businesses, universities, hospitals, and families across the greater Boston area. With this strategic merger, we are excited to elevate the gourmet experience for New Englanders by combining Gordon's renowned retail offerings with the fine food and quality catering of Bakers' Best Catering. This union brings forth an irrepressible alchemy of fine wine, food, and people, creating a truly exceptional culinary journey. Gordon's has an established presence operating five retail locations throughout the Boston area. We pride ourselves on our 85-year legacy of expertise and customer satisfaction. At Gordon's, we value product knowledge, outstanding customer service, and the ability to secure sought-after products, making us a trusted choice for those seeking the finest beverages and catering services in the region. Join our passionate and highly knowledgeable team at Gordon's Fine Wine, where tradition meets innovation, and together, we continue to shape the future of gourmet experiences in New England.

Customer Service Representative Position Summary

The Customer Service Representative role will be responsible for working in the front of the house, be results-driven, and have excellent knowledge of menu planning.

Candidates must be comfortable initiating phone calls and possess great communication skills.

Job Responsibilities:

Manage inbound calls and customer inquiries.

Efficiently handle order processing, including entry, estimation, and proposal emailing.

Perform regular updates on spreadsheets to track orders, payments, and deposits.

Respond to email inquiries promptly and take ownership of tasks in anticipation of future CRM integration.

Facilitate smooth transfer of tasks to Corporate, Full Service, or Gordon's Beverage Catering.

Perform hourly data downloads and manage table tent requirements.

Adjust orders for holidays and rectify portal order issues.

Monitor and adjust for holiday-specific menu requirements.

Ensure rapid conversion of estimates and verify through reports.

Provide same-day order confirmations and support Corporate with order entry.

Relay phone messages via email and CRM.

Assist Full Service with customer information gathering and event staffing coordination.

Engage in creative food selling and menu creation, considering dietary restrictions.

Participate in menu education and tastings and suggest appropriate portions and presentations.

Provide event information to customers and suggest alcohol pairings.

Maintain open communication across departments.

Manage opening duties like table linking, order approval, and voicemail/email checks.

Handle closing duties including sales reports and office closure procedures.

Oversee customer pickup orders and ensure accuracy of Expo paperwork.

Maintain and update customer database.

Build strong client relationships through excellent customer service.

Facilitate catering orders via phone, email, or website.

Continuously update knowledge of company operations and adapt to system changes.

Availability:

Weekends and Saturdays Required

Requirements and Skills:

• Previous experience in restaurants or catering.
• Strong written and verbal communication skills.
• Excellent organizational skills with attention to detail and multitasking ability.
• Proficiency in MS Office and experience in event planning.
• Commitment to equal opportunity employment principles.

Equal Opportunity Employer

The Gordon Companies is proud to be an Equal Employment Opportunity employer. All employment decisions are made on the basis of qualifications, merit, and business need. We do not discriminate based on any protected status including race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Job Types: Full-time, Part-time

Pay: $ $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person