E-commerce & Outbound Sales Associate

Position Purpose

The E-commerce & Outbound Sales Associate establishes relationships with customers to drive direct sales through outbound email and calling efforts. Identifies and maintains strategic partnerships with corporate customers to increase direct sales and acquire new customers. Becomes the personal “Wine Concierge” and main point of contact for all customer service opportunities, including sales, reservations, shipping issues or other inquiries.

• Performs outbound sales operations selling wine and merchandise to our customer database
• Communicates and promotes winery events, experiences, wine family upgrade options and additional services and products
• Updates internal customer databases with new information gathered during calls
• Ensures that all procedures and policies are followed; works with manager to create new policies as needed
• Responds quickly and accurately to customer inquiries via telephone and email
• Suggests and maintains customer service best practices, based on customer interaction experience
• Maintains a comfortable, friendly, and informative customer service environment via face-to-face, phone, and email communication, including other departments
• Prioritizes and executes outbound sales calls to both potential and existing customers, to meet or exceed established sales and membership goals
• Follows-up sales calls with personalized, detailed emails
• Works closely with DTC E-commerce and Outbound Sales Manager to segment the customer database effectively for targeted sales campaigns
• Occasionally participates in evening and weekend special events on property
• Creates reports to determine appropriate contact lists
• Maintains telesales daily, weekly & monthly reports
• Maintains outbound sales promotional calendar
• Promotes sales and wine club to customers and members through calls, personalized emails and texts to meet daily, monthly and annual sales goals
• Works with manager to develop and execute outside sales promotions
• Generates leads and manages relationship(s) with outside sales partners and vendors
• Works closely with the DTC team to deliver excellent and proactive customer service that is high touch, elevated and friendly
• Other duties may be assigned

• Other duties may be assigned

• High school diploma or GED equivalent
• 3 years Direct to Consumer sales experience and/or training; or equivalent combination of education and experience with a minimum of 1 year of telesales experience
• Sales experience in the wine and spirits industry preferred

• Must be 21 years of age
• Flexible and a team player
• Possesses a gift for closing sales
• Resilience and the ability to handle rejection positively
• Outstanding customer service skills and ability to work with the public
• Self‑motivated and professional
• Effective time management skills to efficiently handle multiple calls, follow ups and administrative tasks
• Positive attitude and demeanor
• Ability to build and enhance internal and external customer relationships
• Ability to learn new systems and procedures
• Excellent written and verbal communication skills.
• Highly organized, accurate and detail oriented
• Ability to problem solve logistical and customer service issues
• Ability to speak effectively before groups of customers or employees of the organization
• Computer, phone systems, MS Office Suite, and Internet proficiency
• Basic database management knowledge; bLoyal, Marketo, and Ship Compliant preferred

• General office environment
• Occasional evening and weekends
• Occasionally may be required to lift and carry cases of wine
• May need to determine color, taste and smell of wine using eyes, tongue, and nose

• Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards…