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Terlato · 20 hours ago

DTC Customer Service Specialist

Chimney Rock, NC

Full-time

Onsite

New Grad, Entry Level

$22/hr - $30/hr

TERLATO WINES is a company that focuses on delivering elevated customer service across its wine brands. The DTC Customer Service Specialist will serve as a trusted brand ambassador, providing relationship-driven service and support for guests and members through various communication channels.

RetailWine And Spirits

Responsibilities

Serves as primary point of contact for customer and member communication across phone, text and email for tasting room wine orders, telesales, wine club services and ecommerce for Rutherford Hill Winery, Chimney Rock Winery, and Uncorked.com

Confidently communicates wine styles, appellations, vintage characteristics, and membership offerings, tailoring recommendation to individual guest preferences

Ability to manage multiple inboxes for multiple wineries with ease. Adapt at addressing customer needs/ resolve issues in as few messages as possible – always looking for a prompt and appropriate resolution

Delivers consistently exceptional service while exercising sound judgement in escalating complex or sensitive situations when appropriate

Investigates and resolves customer issues, questions, or concerns regarding website, product, orders, custom requests, shipping, delivery, pricing, quality, wine services with a reasonable time and in a professional manner, frequently anticipating customer needs

Supports wine club enrollments, account maintenance, and order fulfillment

Supports Telesales with customer order entering and order fulfillment

Assist with e-commerce transactions, shipping inquiries, compliance questions, and post-purchase support

Collaborate closely with tasting room, marketing and wine club teams to ensure seamless guest experience across channels

Offers wine club member communication support during wine club runs

Bring forward ideas for system optimization and ways of working more efficiently

Maintains thorough knowledge of the winery, brand messaging and products to include wines, membership programs, retail items, holiday gift programs and seasonal promotional offers

Works fluently across DTC software platforms (POS, CRM, reservation system, wine fulfillment system, winery compliance system) and actively participates in the evolution of tools and workflows as technology advances

Adapt quickly as systems evolve, embracing new tools and process improvements

Manages wineries FedEx accounts for first delivery attempts, proactively following up customers whose packages were not delivered after the first attempt

Works directly with the Membership Managers to ensure quick, effective and seamless member communication regarding orders, benefits, reservations, etc

Other duties as assigned as needed

Qualification

Wine educationCustomer communicationDTC software proficiencyOrder fulfillmentRelationship buildingProblem solvingTeam collaborationAdaptability

Required

Confidently communicates wine styles, appellations, vintage characteristics, and membership offerings, tailoring recommendation to individual guest preferences

Ability to manage multiple inboxes for multiple wineries with ease

Adapt at addressing customer needs/ resolve issues in as few messages as possible – always looking for a prompt and appropriate resolution