Customer Service Specialist

Customer Service Specialist

Position Description

A Customer Service Specialist position in Napa, California is available at Stag’s Leap Wine Cellars. Stag’s Leap Wine Cellars is a luxury wine estate that is proud to call Napa Valley our home. We are best known for producing the Cabernet Sauvignon that beat the best of Bordeaux in the 1976 Judgment of Paris. Today, our wines are a force for gatherings and conversations to serve the well-being of our consumers, our communities, and our land. Simply put, we offer outstanding wines from one of the best regions in the world.

Position Summary:

Responsible for the processing and shipping of wholesale domestic orders and direct-import orders from the point of receipt through shipment from the warehouses, including review and resolution of allocation and inventory problems with distributors and business managers. Also responsible for processing export orders. Position reports to Logistics and Inventory Manager.

Critical Tasks:

Sales Order Processing

• Receive purchase orders from distributors, process, track and invoice.
• Process and communicate with multiple warehouses on order fulfillment.
• Support Logistics & Customer Service Manager and export customers through all aspects of export shipments and documentation.

 Customer Service

• Process wine shipment requests from Sales and all departments.
• Arrange special labeling and delivery of shipments for special events.
• Confirm orders, out of stocks, new vintages, suggesting alternatives when needed, and strive to maximize pallet configurations with distributors.
• Assist and provide back up to the logistics manager with inventory management and replenishment.
• Research and resolve customer service related questions.

Inventory Management

• Enter and manage allocations, confirm pricing and shipments with distributors and Sales.
• Alert Logistics & Customer Service Manager of inventory levels at multiple warehouses as well as shipment trends to help minimize out of stock situations and business disruption.
• Research and respond to inventory availability, allocation, invoicing, and order processing questions from Sales.
• Respond to and resolve order and inventory issues regarding orders with the warehouses.

Administration

• Process distributor transfers.
• Actively participate in new brand onboarding processes to provide guidance and requirements with regard to timelines and ready to ship expectations.
• Prepare and provide customs documentation for distributor brokers on direct imports.
• Create labels and work orders for states that require special labels applied to cases and all export where required.
• Create and apply for export documents, creating prepaid invoices for all export orders.
• Maintain department files
• Provide suggestions and recommendations to solve problems or enhance efficiency and to minimize busywork with automation or workflow changes.

Professional Requirements:

Education/Experience: High school diploma or general education degree (GED) and 1-2 years related experience. Previous warehouse and wine industry experience preferred.

Skills:  Excellent analytical skills, accurate and reliable. Attention to detail and thoroughness in identifying and resolving problems. Strong organizational and coordination skills, with the ability to manage and prioritize multiple projects. Able to work as part of a team and coordinating team activities when needed. Excellent verbal and written English communication skills. Comfortable working in a dynamic work environment. 

Knowledge: General accounting procedures and organization. Strong computer skills (Word, Excel, database). Basic math and calculator skills.

Physical: Ability to sit at a computer 6+ hours a day. 

Compensation and Benefits:

This is a full-time, salaried position. Competitive compensation depending on experience plus benefits including medical/dental insurance, paid vacation, and sick leave.

The above information is representative of the work performed in this position, however it is not all-inclusive. The omission of a specific duty or responsibility does not exclude it from the position if the work is similar or related to the essential duties and responsibilities.