Customer Service Representative

JOB TITLE: Customer Service Representative

Wineshipping is a tech-enabled third-party logistics (3PL) provider for alcoholic beverage companies, managing the fastest, most accurate, and most cost-efficient delivery network in the US for wine, beer, spirits, and more. We have been voted North Bay Business Journal’s Supplier of the Year (Wine Beer & Spirits Awards), and most recently “Best Place to Work” by Best of Napa County Magazine. 

 The Customer Service Representative will be responsible for the following focus areas:

• Displays the highest standards of customer service on a consistent basis when engaged in the daily activities performed.
• Serve on the customer frontline while answering phone calls and emails.
• Manage and work with large order files (excel spreadsheets containing thousands of rows).
• Provide appropriate technical and/or product-related information to customers.
• Investigate inquiries, concerns, and issues via phone, and e-mail in a timely and courteous manner.
• Possess excellent conflict resolution skills. Show empathy for customer.
• Follow-up with clients, on customer issues or orders.
• Attend and actively participate in internal & client meetings.
• Document all contacts, actions, and responses in customer database.
• Maintain a working knowledge of products and/or services.
• Prepare reports and correspondence as needed.
• Proficiency with UPS, FedEx and GLS systems.
• Able to work early evening hours during some seasons.
• Able to work on weekend days (shifts are either Tuesday through Saturday, or Sunday through Thursday).
• Perform other duties as assigned by supervisor.
• Order management via OMS.
• Planning and managing clubs/releases.
• Club processing requires On-Site presence for grouping/label printing
  • Nearest facility, based on location.

The ideal candidate will possess the following skills and previous experience: 

• At least four years related experience, or equivalent combination of education and experience.
• Proficient with Microsoft Office programs (Word, Excel, Outlook, etc.)
• Experience with ERP Order Management Systems-Microsoft D360 a plus
• Experience with CRM Zoho a plus
• Excellent customer service skills
• Excellent verbal and written communication skills (grammatically as well as wording skills)
• Commitment to excellence and highest standards
• Strong organizational skills
• Able to manage priorities, to re-prioritize and to adapt to an ever-changing workflow.
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions.
• Precise attention to detail
• Positive outlook and radiating enthusiasm.
• Ability to perform diversified clerical functions.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Spanish knowledge welcome
• Must be able to occasionally lift up to 40lbs.
• Ability to sit at a computer for long periods of time.
• Self-motivated and comfortable working both independently and as part of a team.
• Must have an excellent phone presence
    

Work environment and physical demands: 

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to bend and stoop occasionally. 
• The employee must occasionally lift, carry and/or move up to 25 lbs. 

Pay and Benefits

Benefits: 401(k), 401(k) matching, Dental insurance, Disability insurance, Employee assistance program, Flexible spending account, Health insurance, Health savings account, Life insurance, Paid time off, Referral program, and Vision insurance

Supplemental Pay: Bonus pay

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.