Customer Experience Associate; DTC & Reservations

Customer Experience Associate (DTC & Reservations)|JUSTIN Vineyards & Winery# Customer Experience Associate (DTC & Reservations)
JUSTIN Vineyards & Winery | Napa, CA | Customer service | Associate | Full-time | Job e
* Email## Company Description Wonderful Wines, the premium wine division of The Wonderful Company, unites three iconic wineries — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — under one visionary umbrella. Known for innovation, entrepreneurial drive, and relentless pursuit of excellence, our mission is to craft extraordinary wines and unforgettable experiences. From JUSTIN’s Bordeaux-style blends in Paso Robles, to Lewis Cellars’ award-winning Cabernet Sauvignon in Napa Valley, to Landmark’s expressive Sonoma Coast Chardonnay and Pinot Noir — our portfolio showcases the best of California’s wine growing regions.

As part of The Wonderful Company — a Fortune Top 100 Place to Work and  — we’re committed to making a difference for our people, our planet, and our customers.

We are seeking a
** Customer Experience Associate (DTC & Reservations)
** to join our growing eCommerce team! Supporting all three of our wine brands — , , and  — the Customer Experience Associate will manage guest communication, both inbound and outbound, ensuring all interactions are clear, professional, and engaging. This role plays a key part in enhancing the guest experience while driving sales and booking conversions.

The ideal candidate is a highly organized, detail-oriented,  and professional. This Associate must be skilled in managing reservations, coordinating bookings, and supporting event logistics with accuracy and efficiency. They excel in maintaining strong communication with a wide range of guests and trade clients. Proficiency with CRM and reservation software is essential, along with comfort in handling order processing, payment management, and fulfillment coordination for both consumer and corporate clients.

Above all, the Client Experience Associate demonstrates a strong service mindset, adaptability in a fast-paced environment, and the ability to proactively engage with guests to anticipate and exceed their needs.
* This full-time position requires on-site availability and is located in Napa, CA.*##

Job Description
* Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
* Promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach
* Delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations
* Completes reservation processes for multiple outlets and events, confirming all pertinent details
* Proactively contacts customers to update account information (e.g., expired payment methods), resolve issues (e.g., back orders), and facilitate club order transitions
* Processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees
* Manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency
* Coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team
* Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
* Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences
* Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests' needs
* Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
* Represents the company at in-person events as needed
* Maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions## Qualifications
* Minimum 2 years of experience in hospitality, guest services, or…