Direct to Consumer Specialist
Under the direction of the Direct to Consumer Manager, the Direct to Consumer Specialist works as a team player to provide professional, efficient customer service to wine club members and consumers who purchase our wines directly. To meet the diverse demands of the position, the Specialist also has knowledge of the tasting room operations, wine products, shipping practices, digital recruitment and selling, brand marketing strategy and internal operating processes. Core responsibilities focus on providing exceptional customer service through management of databases, wine club membership information, product assortment/ inventories, shipping compliance, wine club and Direct-To-Consumer sales programs, customer follow up and other administrative tasks.
Administration and Customer Service (70%)
Maintains databases regularly including entering and updating club member and customer information, credit card updates, membership changes, address updates, order entry, special customer requests, etc. Ensures all data entry is timely and accurate. Prepares and processes club shipments and sends data to fulfillment warehouse for shipment. Responsible for following up with all club members on order details, declined & expired credit cards, address changes, problem orders, compliance requirements and shipment tracking to ensure a timely and seamless experience to club members. Provides regular and exceptional customer service over the phone and email to club members, online purchasers, and tasting room visitors as needed. Works closely with fulfillment warehouse and internal partners on pre- and post-shipment logistics including inventory movement and monitoring, collateral delivery, sku-set up, and other necessary tasks. Monitors compliance requirements/changes, partners with legal and digital teams on all necessary compliance changes. Regularly monitors inventory at warehouse locations, moves inventory as necessary, and coordinates vintage changes as needed. Oversees administration of consumer communications submitted via the website.
Strategy and Marketing (15%)
Supports efforts to grow club membership and DTC sales through various strategic and marketing initiatives including membership communications and programs, club structure, loyalty/rewards programs, and other strategies or tactics regarding channel and go-to-market initiatives. Makes recommendations based on experience and feedback from members. Collaborates on development of various marketing communications including club shipment collateral, membership communications (digital and printed), and other communications/programs as needed. Supports DTC Manager in coaching tasting room staff on club process, recruitment, retention, and online initiatives. Participates in regular DTC meetings and staff meetings.
Hospitality and Events (15%)
Participates in planning and execution of all wine club events and other winery events as needed. Supports tasting room operations as needed, including hosting tours, conducting tastings and providing hospitality back-up upon request. Interacts with or hosts club members on site as needed.
Base level of wine knowledge and a genuine passion for sharing the lifestyle with current and potential club members. Strong mathematical, reading and verbal/written communication skills.
Communication Skills – Must be able to communicate effectively with consumers, trade guests, employees, management, vendors and team members. Must be able to effectively lead tastings and speak to groups of consumers, answer questions and respond in a professional manner.
Experience with communication tools including websites, social media, email, direct mail and brand collateral.
Strong computer skills: Microsoft Office, Google POS systems, wine sales databases and systems such as eWinery, Wine Direct and Ship Compliant
Knowledge of wine industry and principles.
Wine growing and winemaking knowledge preferred.
Personal Protective Equipment (PPE) – Required to wear all PPE as required and must follow all safety standards and procedures.
Work Environment – Will require work in a specialty retail environment and may require outdoor work during the season for various events. Also may require work in various settings (i.e. retail marketplace, event stations and booths, etc.), working and standing on concrete floors.
Schedule – This is a full time non-exempt position, in a 7-day per week retail environment. Will require occasional weekend, evening and holiday work to support special events and the needs of the business. May require overtime, on an as-needed basis.
Bachelor’s degree 1 year in retail sales, wine industry, wine club operations or direct to consumer experience required OR 5 years combined experience.
Must be 21 years of age to sell alcohol products and have a valid CA driver’s license.
Must have manual dexterity and be able to lift 40 lbs, climb stairs/ladders as needed and work on feet for extended periods of time.
Will require work in an office setting, retail space, tasting room and outdoors for various events.
Demonstrated exceptional customer service.
Proficient Computer skills – Word, Excel, Powerpoint, and systems such as VinSuite/eWinery, Wine Direct, Ship Compliant, etc.
For more than 145 years, Brown-Forman Corporation has enriched the experience of life by responsibly building fine quality beverage alcohol brands, including Jack Daniel’s Tennessee Whiskey, Jack Daniel’s & Cola, Jack Daniel’s Tennessee Honey, Jack Daniel’s Tennessee Fire, Gentleman Jack, Jack Daniel’s Single Barrel, Finlandia, Korbel, el Jimador, Woodford Reserve, Old Forester, Canadian Mist, Herradura, New Mix, Sonoma-Cutrer, Early Times, Chambord, BenRiach and GlenDronach. Brown-Forman’s brands are supported by nearly 4,600 employees and sold in approximately 160 countries worldwide
For more information about the company, please visit http://www.brown-forman.com.
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Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.
Website : https://www.brown-forman.com/
Brown-Forman is a diversified producer of fine quality consumer products. It was founded in 1870 by George Garvin Brown in Louisville, KY, U.S. His original brand, Old Forester Kentucky Straight Bourbon Whisky, was America's first bottled bourbon and remains one of Brown-Forman's finest brands today. Geo. Garvin Brown IV, a descendant of the founder, is part of the 5th generation of Brown Family members engaged with the company and serves as the Presiding Chairman of the Board.