What are the responsibilities and job description for the Client Services Manager position at Grand Cru Liquid Assets?
About Grand Cru Liquid Assets
Grand Cru Liquid Assets is a luxury wine brokerage specializing in rare, collectible, and investment-grade wines for an exclusive global clientele. We grew 40% last year and project ~20% this year. That momentum means we’re expanding our 13-person team—this role is a chance to grow with us in a high-standards, small-team environment where your work is visible and valued.
Role Overview
A dynamic and seasoned client service professional who will own all aspects of the post-sale client experience for eCommerce. The successful applicant will manage the verification process of all website orders, the shipping process to clients, and resolve all unforeseen issues that may arise. In addition, you will manage the post sale follow up, working closely with the CRM Specialist to ensure adequate post-sale “touches” are given to all website purchases.
In short, you will partner closely with the Warehouse, Sales, and Marketing Team members to deliver a unique, one-of-kind white-glove buying experience that is unparalleled in the wine e-commerce industry.
What you’ll do
• Own the white-glove journey: Coordinate with Customer Service, Sales, and Marketing so every order—from placement to delivery—feels best-in-class.
• System improvements: Using CRM metrics, design and manage a post-sale follow-up cadence that lifts retention and repurchase.
• Sales-order ownership: Work the eCommerce email queue (and occasional phone calls); respond quickly with clear, professional communications and needed follow-ups.
• Order verification: Confirm addresses/insurance/adult signature required; obtain weather waivers or cellar storage; recommend expedited shipping options; send end-of-day tracking. Partner with Accounting to vet orders flagged by Shopify.
• Inventory & status accuracy: Update inventory changes and order status; reconcile with Warehouse; keep Shopify, Fishbowl, and HubSpot in sync.
• "White Glove" cadence: Run a 2-week post-purchase program for clients not yet assigned to Sales Representative (satisfaction checks, tailored suggestions); log thorough notes in inventory/CRM.
• Part of Management Team: Vital contributor to the brain-power of Grand Cru. You will be part of a team of decision makers to ensure the strategic vision for Grand Cru’s overall future success.
Tools you'll use
• Fishbowl Inventory, Shopify Plus, HubSpot, FedEx/UPS carrier portals, Microsoft Office (Excel: PivotTables, XLOOKUP)
What to bring
· Bachelor’s degree required.
· 3–5 years in Client Services / Customer Success / Order Ops in luxury eCommerce, fine wine/spirits, or other high-touch retail.
· Excellent written communication and a calm, solutions-oriented phone presence.
· Proven data management in inventory and CRM systems.
· Wine knowledge is a plus (not required)—we’ll train on our portfolio and standards.
· Bonus points for advanced Excel and coordinating international shipping.
Compensation & benefits
· Exempt salary: $75,000–$85,000 base quarterly discretionary bonus up to 20%.
· Medical/Dental/Vision (50% employer contribution), 401(k) with Safe Harbor, PTO, paid holidays, employee wine perks, and growth path to Senior CSM or Ops/Logistics.
Schedule
On-site in Carlsbad, CA • Mon–Fri • ~8:00 a.m.–4:30 p.m. (occasional OT during high season or holidays).
Salary : $75,000 - $85,000