COMPANY OVERVIEW

Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders’ dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family. With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work. We care deeply for the quality of our relationships within the winery, with our trade partners, and with our customers.

Position SUMMARY

The Direct-to-Consumer Coordinator contributes to the global e-commerce business by providing world-class customer service, with prompt customer inquiry resolution, smooth and efficient order capture, review, and processing, and providing website and data management support. This position also supports all direct and loyalty campaigns. The position reports to the Direct Marketing Manager and supports the Direct Marketing departments with cross-departmental collaboration and partnership with external vendors. Work schedule Monday-Friday.

Essential Duties and Responsibilities Other duties may be assigned:

E-commerce Coordination

• Responsible for providing an organized and smooth order process from start to finish. This includes web, phone, email, and tasting room shipping orders, customer authentication, order compliance, capturing payment, canceling/refunding transactions, address formatting and verification, ensuring shipment delivery, and timely customer follow-up.
• Reviews shipping, website, and phone orders for gift notes, special requests, compliance, fraud, order issues or over-allocation, and suspicious orders daily. Resolves issues to ensure timely shipment. Contacts customers by phone and email for session ID, compliance remedy, thank you notes, and other issues as needed.
• Partners with Direct Marketing Manager and collaborates with other team members to identify and drive improvements within the website, systems, customer experience, and processes.

Customer Service

• Collaborates with corporate customers utilizing Excel and Commerce7 to facilitate, quote, process, and ensure the timely and successful delivery of all components of corporate gifts and virtual tasting orders. Proactively follows up with corporate customers to ensure successful gift delivery.
• Acts as an ambassador of Opus One, ensuring excellent service standards and maintaining high customer satisfaction.
• Empathetic and focused listener, responsible for communicating complex and sometimes difficult information to customers in a tactful and courteous manner.
• Investigates and resolves customer issues, questions, or concerns regarding website, product, orders, custom requests, shipping, delivery, pricing, quality, wine service, etc. within a reasonable time and in a professional manner, frequently anticipating customer needs.
• Manages FedEx first delivery attempts, proactively following up with International and Domestic customers whose packages were not delivered after the first attempt, engaging the services of FedEx customer service to ensure successful delivery.
• Diligently utilizes and maintains detailed and accurate records within CRM including customer service cases, updating profiles and contact records, noting requests, and reviewing flags and exceptions.
• Maintains solid working relationships with both peers and external vendors, specifically collaborating and communicating effectively with department team members, Guest Relations, Finance, Shipping, Winemaking, and Information Services departments.
• Supports the success of direct marketing and Curia campaigns and offers via direct mail, email, relevant email campaigns, and phone, etc.

Database Support

• Diligently works to ensure the accuracy of customer records and customer service cases within CRM database, sharing knowledge with peers and encouraging CRM usage. Utilize systems to maintain a complete record of issues or complaints and actions taken to resolve as well as issue resolution.
• Proactively supports data integrity including deduplication efforts, data cleaning, maintenance, and system address update.
• During each customer interaction, systematically reviews and updates contact records with updated contact information and customer insights, and tracks activities, to help us build deeper relationships with our customers.

Direct to Consumer Compliance

• Acts as a proactive member of Opus One compliance team, staying current on Domestic and International DTC compliance. Ensures that Opus One is compliant and that US licenses are renewed in a timely manner and taxes updated.
• Monitor compliance for timely updates to manager, and Guest Relations team, ensuring that in-house compliance documentation, including volume limits and ID requirements, are current in the Partners’ Room, on the website, and in Ship Compliant.
• Maintain working knowledge of compliance regulations for Direct Shipping

Other Support

• Supports Membership Coordinator as needed.
• Supports Direct Marketing/Loyalty department events including invitations, inquiries, reservations, and hosting.

• For DTC and CURIA offsite events, assist in the coordination of logistics

QUALIFICATIONS

• 3+ years’ customer service experience in DTC, preferably in the wine industry.
• Good analytical, interpersonal, oral, written and problem-solving skills.
• Able to communicate clearly via phone and email both within and outside the organization.
• Pleasant, articulate, and courteous phone manner required, including the ability to communicate clearly with customers who do not speak English fluently.
• Ability to prioritize and meet all deadlines and work quickly and accurately.
• Must be at least 21 years of age.

PREFERRED QUALIFICATIONS

• Fluency in other languages
• BA/BS degree
• Experience using wine industry technical platforms (for example: Microsoft Dynamics, Commerce 7, ShipCompliant, Klaviyo, RedChirp, etc)

We invite all interested candidates to apply, even if you are unsure about whether you meet all the listed qualifications. Opus One Winery is looking for motivated, passionate, curious individuals who believe in our Core Values and Mission.

CORE COMPETENCIES

• Collaboration - Reaches consensus about goals and methods for completing projects or tasks.
• Growth & Potential (A Great Place to Work) - Displays an ongoing commitment to learning and self-improvement, with particular emphasis on developmental areas that are job and/or organization-relevant.
• Integrity & Trust - Personally models behaviors that underscore the importance of honesty, truth, respect, and fairness in interpersonal relations; creates a supportive work environment.
• Job Performance - Displays specialized and/or in-depth skills, knowledge, or judgment associated with the position.
• Growth and Potential - Displays an on-going commitment to learning and self-improvement, with particular emphasis on areas of development.
• Reliability & Time Management - Arrives at work and/or meetings on time, ready to take action on responsibilities.
• Stewardship - Promotes and supports the individual and collective well-being of everyone at Opus One.
• Workplace Safety – Complies with all workplace safety regulations, including cybersecurity.

OUR DEDICATION TO YOU

• Competitive benefits package including 95% employer paid Medical, with 100% employer paid Dental/ Vision/ basic life coverage/ STD/ LTD for both employees and dependents.
• 401(k) retirement plan with a 7% employer-only contribution, based on employee annual earnings.
• Work life balance
• Wellness reimbursement
• Tuition reimbursement opportunities
• Up to 40 hours of volunteer time
• PTO; Holiday Pay
• A supportive and collaborative work environment

SAFETY DUTIES AND RESPONSIBILITIES

Accident prevention is of utmost importance in all phases of job responsibilities.

• Follow all company policies and procedures including job safety, safety rules and regulations.
• Assist management to provide safe and healthy working conditions at all times.
• Immediately report all unsafe conditions, work-related accidents, and illnesses to Safety Manager and your supervisor.

OUR COMMITMENTS

SUSTAINABILITY: Opus One Winery is committed to doing its part to ensure a sustainable future and improve the environmental well-being of our community. We will continue to ensure minimal impact by continually evaluating our environmental performance and working to improve our program whenever necessary with integrity and purity of focus.

COMPENSATION: Base Compensation Range: $25.00 - $33.00 USD hourly*

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Opus One Winery is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.

* The base compensation range is base salary only. In addition to base compensation, all roles are eligible for individual performance bonus and company bonus that range from role to role. Some roles may also be eligible for overtime pay. Individual compensation packages are based on factors unique to each candidate, such as skills, experience, qualifications, and tenure with Opus One.

We understand that benefits are also an important piece of your total compensation package. To learn more about our total compensation package, benefits and perks Opus One Winery has to offer, please visit our careers page.