Location: Napa,CA, USA
The Duckhorn Portfolio is North America's premier luxury wine company. We were established in 1976 by Dan and Margaret Duckhorn. Today, our portfolio features some of North America's most revered wineries, including Decoy, Paraduxx, Goldeneye, Migration, Canvasback, Calera, Kosta Browne, Greenwing and Postmark.
The Wholesale Customer Service Associate is responsible for ensuring the satisfaction of our wholesale customers by providing exceptional service, managing orders, and addressing inquiries. This position requires excellent communication skills, strong attention to detail and a commitment to delivering a world-class customer experience.
What we will ask you to do:
* Provide outstanding customer service to wholesale clients, including taking orders, answering inquiries, and resolving any issues promptly and professionally.
* Process and manage wholesale orders from placement to delivery using Navision, ensuring accuracy, timely shipment, adherence to company policies procedures and daily cut offs to order processing to warehouses.
* Communicate with wholesale customers via phone, email, and other communication channels to address their needs, update them on order statuses, and provide product information.
* Handle and resolve customer complaints or issues in a calm and effective manner, ensuring customer satisfaction and fostering positive relationships.
* Collaborate with the Sales team to meet sales targets and customer satisfaction goals. Work closely with other departments, such as accounts receivable, 3PL shipping, Power BI, CRM application, supply operations and logistics, to ensure smooth order fulfillment.
* Maintain accurate and up-to-date customer records, order information, and proper documentation in the system. Support continued efforts for automation.
* Prepare and maintain necessary documentation, such as quotes, invoices, purchase orders, and shipping labels for wholesale orders.
* Ensure that all transactions and customer interactions adhere to local and federal alcohol beverage regulations and company compliance standards.
What you will need:
* High school diploma or equivalent; some college or relevant certifications are a plus.
* Previous experience in customer service, preferably in the wine or beverage industry.
* Strong interpersonal and communication skills, both written and verbal.
* Exceptional attention to detail and the ability to multitask efficiently.
* Basic understanding of wine and a passion for learning about wine varietals and regions.
* Ability to work independently and as part of a team.
* Strong problem-solving skills and a customer-centric mindset.
* A commitment to upholding ethical business practices and compliance with relevant laws and regulations.
What we will provide:
* Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance.
* Paid time off and 11 paid holidays
* 401k plan where we invest 10% of your wages every year for your retirement at no cost to you, subject to management discretion.
* A diverse team of coworkers that care about each other in a fun, exciting work environment
* A company that promotes from within, provides great training and a generous tuition reimbursement program