Freixenet USA

  • Customer Service Supervisor

    Job Locations US-CA-Sonoma
    Req No.
    Hospitality / Direct To Consumer
    Regular Full-Time
  • Overview

    The Customer Service Supervisor is responsible for the day to day direction and coordination of the Direct Sales team to ensure the best possible customer service experience as well as providing support for all direct sales channels, and Retail Operations initiatives.  The Customer Service Supervisor regular interacts with customers and members and works in partnership with Hospitality, Marketing, Accounting and Winemaking teams to facilitate proactive and efficient communication and execution of business plan objectives. 



    Supervision (30%)

    • Directs and coordinates staff involved in a combination of activities such as customer relations, sales, order processing, fulfillment and delivery.
    • Supervises the staff’s interaction with shipping partners to ensure on time package delivery to include: package re-routing and deliver exception resolution, processing of replacement orders, research any shipment with problems to resolution.
    • Ensures team is delivering on the standard of high customer service in all their interactions with internal and external customers and exceeding daily/weekly/monthly sales goals.
    • Provides feedback and participates in Performance Evaluations with Direct Sales Manager for all direct reports.
    • Partners with Direct Sales Manager to hire, train, supervise, motivate and develop the Direct Sales team.
    • Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
    • Other duties as assigned by manager.

     Administrative (70%)

    • Provide stellar customer service to internal and external customers.
    • In partnership with Direct Sales Manager, develop annual wine club shipment plan to meet or exceed revenue and gross profit targets.
    • Assist with achieving annual revenue goals and member acquisition and retention targets.
    • Prepare all pre-shipment tasks (including but not limited to system setup, customer notifications, processing club batches).
    • Inventory management and coordination to ensure smooth delivery of quarterly wine club shipments.
    • Maintain wine club database, and proactively address any address changes and/or billing updates to ensure expired/ decline rates are at minimal levels.
    • Assist with development, coordination and execution of Wine Club events.
    • Collaborate with retail sales staff to support club membership and activities.
    • Assist with creating sales campaigns to grow sales to existing customer base.
    • Monitors and audits all orders to ensure accuracy and adherence to accepted policies/procedures.
    • Perform other general office duties as needed or as assigned by Manager. 

    Other Responsibilities

    • Meets regularly with manager to discuss business progress and strategies.
    • Participates in industry and consumer events, seminars, and shows as necessary.
    • Continual development of staff to meet short and long term goals necessary to retain and grow staff in their current positions. Develop staff to be able to transfer to other functions or be promoted within the organization.
    • Ensures that the FX/GF culture is consistently supported in all business and employee interactions, which includes both ethical and legal aspects, complying with federal and state laws and FX/GF company policies and procedures.
    • At least monthly creates new ways to improve job performance.



    Oversees staff associated with the Direct Sales team.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include retention, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 



    • Bachelor’s Degree in Business, Marketing, Hospitality, or similar field or equivalent combination of education and experience.
    • Minimum 1 – 2 years in a supervisory role in the hospitality/wine industry preferred; exceptional, similar experience from outside the wine business welcome.
    • Proficient in MS Word, Excel, CRM, Internet; Wine Direct & Vin65 a plus.
    • Self-motivated, high achiever and highly organized with an acute attention to detail.
    • Professional, effective sales person with positive, flexible attitude and good sense of humor.
    • Professional verbal, writing and presentation skills required for effective communications to internal and external customers.
    • Strong sense of responsibility to internal and external customer service and commitment to high standards.
    • Collaborative, enthusiastic, flexible, pro-active team contributor.
    • Ability to proactively manage priorities and workflow with minimal supervision.
    • Versatility and a willingness to work within constantly changing priorities with enthusiasm.
    •  A passion and knowledge of wine and the wine industry.
    • Ability to understand and follow written and verbal instructions.



    While performing the duties of this job, the employee is frequently required to do the following:

    • Coordinate multiple tasks simultaneously
    • Ability to work under tight deadlines
    • Sit or stand for prolonged periods of time
    • Able to concentrate in a noisy environment with lots of distractions



    • Busy and distractive open office atmosphere.
    • Exposure to various winery areas including the visitor center and caves where temperatures are cool and noise level can be moderate to high.


    The above reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.



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