Freixenet USA

  • Customer Engagement Associate

    Job Locations US-CA-Sonoma
    Req No.
    2018-1060
    Category
    Hospitality / Direct To Consumer
    Type
    Regular Full-Time
  • Overview


    SUMMARY: 
    Make a person’s day!  As part of the Direct to Consumer team, the Customer Engagement Associates lead the charge for providing the highest level of customer experience which makes achieving sales goals and member retention a breeze. This role interacts regularly with customers and members via phone (inbound and outbound), in the tasting room (during member visits or events) and via email.  The Customer Engagement Associates work in partnership with Hospitality, Marketing, and Winemaking teams to facilitate proactive and efficient communication and execution of business plan objectives.
    The perfect match:

    • You care deeply about people and making a difference in their lives;
    • You seek to provide win/wins; we sell wines, how fun is that?
    • You know that everything you do impacts our customers and are always diligent in everything you do.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
    • Provide stellar customer experience to internal and external customers.
    • Take responsibility for achieving annual revenue goals, member acquisition and retention targets through professional and effective telephone and email communication techniques.
    • Share the passion of wine and educate customers/members for their wine needs. 
    • Seek to engage and how interest to nurture long term relationships with club members and customers.
    • Enhance customer database (CRM) by keeping all data clean and optimized; proactively seek to have good addresses and/or billing information, reducing customer communication, shipping or billing problems.  
    • Monitors and audits orders to ensure accuracy and adherence to accepted policies/procedures.
    • Plan and organize all pre-shipment tasks (including but not limited to system setup, customer notifications, processing club batches).
    • Collaborate with shipping partners to ensure on time package delivery; communicate package re-routing and delivery exception resolution, processing of replacement orders, research any shipment with problems to resolution.
    • Take part in the ideation, 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.
    • Perform other general office duties as needed or as assigned by Manager.

    OTHER RESPONSIBILITIES
    • 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.
    • May be requested to attend special events and tastings outside the winery for special consumer engagement experiences.
    • Special projects only as approved and scheduled by Manager.

    SUPERVISORY RESPONSIBILITIES
    This job has no supervisory responsibilities
     
     

    Qualifications

    QUALIFICATIONS:
    • Minimum 2 years in the hospitality/wine industry preferred; similar industry experience welcome.
    • Bachelor’s degree in Business, Marketing, Hospitality, or similar field or equivalent combination of education and experience.
    • Collaborative, enthusiastic, flexible, pro-active team contributor with extremely attention to detail.
    • Technically savvy; well versed and proficient in MS Word, MS Excel, CRM/database, Internet; Wine Direct & Vin65 a plus.
    • 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.
    • Versatility and a willingness to work within constantly changing priorities with enthusiasm.
     
    PHYSICAL/MENTAL REQUIREMENTS:
    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
     
    WORK ENVIRONMENT:
    • 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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