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Title

Direct to Consumer Coordinator 

About the Organization Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders' dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family. With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work. We care deeply for the quality of our relationships within the winery, with our trade partners and with our customers.  
Description

COMPANY OVERVIEW

Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders' dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family. With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work. We care deeply for the quality of our relationships within the winery, with our trade partners, and with our customers.

SUMMARY

The Direct-to-Consumer Coordinator contributes to the global e-commerce business by providing world-class customer service, with prompt customer inquiry resolution, smooth and efficient order capture, review, and processing, and providing website and data management support. The position reports to the Direct Marketing Manager and supports the Direct Marketing departments with cross-departmental collaboration and partnership with external vendors.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

E-commerce Coordination (30%)

  • Responsible for providing an organized and smooth order process from start to finish. This includes web, phone, email, and tasting room shipping orders, customer authentication, order compliance, capturing payment, canceling/refunding transactions, address formatting and verification, ensuring shipment delivery, and timely customer follow-up.
  • Reviews shipping, website, and phone orders for gift notes, special requests, compliance, fraud, order issues or over-allocation, and suspicious orders daily. Resolves issues to ensure timely shipment. Contacts customers by phone and email for session ID, ID, etc. as needed.
  • Under guidance of the Direct Marketing Manager, assist with email content development and content management, including website copy and image maintenance.
  • Assist with customer segmentation and targeting for email marketing campaigns, and corresponding analysis of these campaigns.
  • Partners with Direct Marketing Manager and collaborates with other team members to identify and drive improvements within the website, systems, customer experience, and processes.

Customer Service (45%)

  • Collaborates with corporate customers utilizing Excel and Commerce7 to facilitate, quote, process, and ensure the timely and successful delivery of all components of corporate gifts and virtual tasting orders. Proactively follows up with corporate customers to ensure successful gift delivery.
  • Acts as an ambassador of Opus One, ensuring excellent service standards and maintaining high customer satisfaction.
  • Empathetic and focused listener, responsible for communicating complex and sometimes difficult information to customers in a tactful and courteous manner.
  • Investigates and resolves customer issues, questions, or concerns regarding website, product, orders, custom requests, shipping, delivery, pricing, quality, wine service, etc. within a reasonable time and in a professional manner, frequently anticipating customer needs.
  • Manages FedEx first delivery attempts, proactively following up with International and Domestic customers whose packages were not delivered after the first attempt, engaging the services of FedEx customer service to ensure successful delivery.
  • Diligently utilizes and maintains detailed and accurate records within CRM including customer service cases, updating profiles and contact records, noting requests, and reviewing flags and exceptions.
  • Maintains solid working relationships with both peers and external vendors, specifically collaborating and communicating effectively with department team members, Guest Relations, Finance, Shipping, Winemaking, and Information Technology departments.
  • Supports the success of direct marketing and loyalty campaigns via direct mail, email and relevant email campaigns, and phone support.

Database Support (15%)

  • Diligently works to ensure the accuracy of customer records and customer service cases within CRM database, sharing knowledge with peers and encouraging CRM usage. Utilize systems to maintain a complete record of issues or complaints and actions taken to resolve as well as issue resolution.
  • Proactively supports data integrity including deduplication efforts, data cleaning and maintenance, and system address updates.
  • During each customer interaction, systematically reviews and updates contact records with updated contact information and customer insights, and tracks activities, to help us build deeper relationships with our customers.

Direct to Consumer Compliance (5%)

  • Acts as a proactive member of Opus One compliance team, staying current on Domestic and International DTC compliance. Ensures that Opus One is compliant and that US licenses are renewed in a timely manner and taxes updated.
  • Acts as in-house DTC compliance expert, providing timely updates to manager, and Guest Relations team, ensuring that in-house compliance documentation, including volume limits and ID requirements, are current in the Partners' Room, on the website, and in Ship Compliant.
  • Supports accurate and timely new product/SKU setup.

Other Support (5%)

  • Supports Membership Coordinator as needed.
  • Supports Direct Marketing/Loyalty department events including invitations, inquiries, reservations, and hosting.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 
Position Requirements

JOB REQUIREMENTS

Education and/or Experience

Minimum three (3) years customer service experience required, preferably in the wine industry. High School diploma required; College degree preferred.

Skills

Knowledge of Microsoft Office (Word, Excel, Outlook, and PowerPoint), Microsoft Dynamics CRM, ShipCompliant, and Commerce7 preferred; ability to prioritize and meet all deadlines; ability to work quickly and accurately; well-developed analytical, interpersonal, oral, written and problem-solving skills required. Excellent English written and verbal communication skills required, fluency in other languages is a plus. Pleasant, articulate, and courteous phone manner required, including the ability to communicate clearly with customers who do not speak English fluently. Must have proven excellent customer service skills. Excellent communication skills both within and outside of the organization and a positive and enthusiastic attitude are required.

Physical Demands

While performing the duties of this job, the employee is regularly required to handle and feel. The employee is occasionally required to move throughout the winery. Employee must be able to remain stationary for periods up to four (4) hours. The employee must occasionally move up to 40 pounds. Specific vision abilities required by this job include close vision.

CORE COMPETENCIES

  • Communication Skills - Uses clear, effective, and efficient ways to communicate. Shows patience and attentiveness and adapts to purpose of communication with appropriate style, substance, detail, and confidence.
  • Customer Service – Is respectful of commitments made with others on mutually agreed-upon action items and proactive in seeking opportunities to assist other.
  • Company Knowledge - Exhibits a comprehensive and broad knowledge of Opus One, our wine and our history
  • Job Performance - Displays specialized and/or in-depth skills, knowledge, or judgment associated with the position, especially working with web content and analytics.
  • Adapting to Change- Ability to adapt to changes while keeping focus on goals and apply knowledge to new circumstances; identify, anticipate, and manage adverse situations by gaining support and enthusiasm for change.
  • Nurturing Relationships - Reflects the Opus One core values in daily interactions and in rewarding and recognizing employees
  • Problem Solving/ Analytical Skills – Uses an analytical approach to solve difficult problems; considers many or all viable resolution paths; looks beyond the obvious and challenges assumptions along the way.
  • Growth and Potential - Displays an on-going commitment to learning and self-improvement, with particular emphasis on areas of development.
  • Reliability and Time Management- Spends time and prioritizes activities based on what’s most important, factoring in corporate, departmental, and individual objectives.
  • Workplace Safety – Follows all company policies and procedures to provide a safe and healthy work environment at all times.

ADDITIONAL INFORMATION

Employee must be 21 years or older. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Opus One Winery is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.

OUR DEDICATION TO YOU

  • Competitive benefits package including 95% employer paid Medical, with 100% employer paid Dental/ Vision/ basic life coverage/ STD/ LTD for both employees and dependents.
  • 401(k) retirement plan with a 7% employer-only contribution, based on employee annual earnings.
  • Work life balance
  • Wellness reimbursement
  • Tuition reimbursement opportunities
  • Up to 40 hours of volunteer time
  • PTO; Holiday Pay
  • A supportive and collaborative work environment

OUR COMMITTMENT TO SUSTAINABILITY

Opus One Winery is committed to doing its part to ensure a sustainable future and improve the environmental well-being of our community. We will continue to ensure minimal impact by continually evaluating our environmental performance and working to improve our program whenever necessary with integrity and purity of focus.

 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Exempt/Non-Exempt Non-Exempt  
Full-Time/Part-Time Full-Time  

This position is currently accepting applications.

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