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Brown-Forman Direct to Consumer Specialist - SCV in Windsor, California

Meaningful Work From Day One:

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.

What You Can Expect:

Administration and Customer Service (60%)

  • 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.

  • Responsible for following up with all club members and customers on order details, declined & expired credit cards, address changes, problem orders, compliance requirements and shipment tracking to ensure a timely and seamless experience to clubmembers.

  • Provides regular and exceptional customer service over the phone and email to club members, online purchasers, and tasting room visitors as needed.

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 (25%)

  • Supports the Tasting Room 1-2 days a week during periods of high traffic, providing front of house and back of house support including hosting tastings and assisting with winery pickups.

  • Participates in planning and execution of all wine club events and other winery events as needed. Interacts with or hosts club members on site as needed.

What You Bring to the Table:

  • Bachelor’s degree preferred + 1 year in retail sales, wine industry, wine club operations or direct to consumer experience required OR 3+ 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 – Google Drive, Word, Excel, Powerpoint, and systems such as Wine Direct, Ship Compliant, etc.

  • Must be able to lift 40 lbs.

  • 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.

  • Customer Service & Communication Skills – Must have a passion for providing exceptional customer service to all club members and customers, forming customer relationships and making our club members feel like part of the Sonoma-Cutrer family.

  • Must be able to communicate effectively with consumers, trade guests, employees, management, vendors and team members.

  • Must be able to effectively and genuinely 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 suite, wine sales databases and systems such as Wine Direct and ShipCompliant.

  • Efficiency skills/Time Management: Must be able to multitask efficiently and effectively, prioritize and manage workload, and perform at a high and fast paced level during peak club times.

  • Knowledge of the 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. Position will be 5 days a week with one weekend day per week. Will require occasional evening and holiday work to support special events and the needs of the business. May require overtime, on an as-needed basis.

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.

Business Area: Global Marketing

City: Windsor

State: California

Country: USA

Req ID: JR-00006208