Customer Service Representative

Company: Diamond Estates Wines & Spirits

Job Title: Customer Service Representative

Job Location: Niagara-on-the-Lake, 100% in office

Reports to: Customer Service Manager

Salary Range: $38,000 - $43,000

The Customer Service Representative for Diamond Estates Wines & Spirits is a vital role in the Customer Service team, specialist roles will include VQA, Consignment, DTC/Wine Club. The Representative is responsible for delivering exceptional customer service and facilitating the internal sales function by receiving and processing all orders for wine products from multiple channels. This role requires strong attention to detail to ensure accurate data entry and invoicing, while also coordinating logistics for wine deliveries through internal delivery routes and contracted couriers. The Representative must maintain strong communication with sales representatives, customers, DTC/Wine Club Manager, and warehouse staff to ensure smooth day-to-day operations.

Summary of Responsibilities

Overall Accountability:

• Optimize sales to customers across all channels in ON and BC.

• Ability to problem solve and use critical thinking to resolve issues, ensuring customer satisfaction while following internal policies and procedures.

• Collaborate with sales, accounts receivable, warehouse & delivery, and production teams to process orders and schedule deliveries efficiently and accurately.

• Provide exceptional customer service.

Specific Accountabilities – Order Entry & Sales

• Receive and respond to orders and inquiries via email, online or phone from customers and sales reps.

• Log orders into the order tracker and/or ensure online orders are processed.

• Monitor websites and ensure items and pricing are up to date.

• Invoice DTC/Wine Club and OP orders in the internal inventory system, ensuring pricing, product, and customer information is correct.

• Send invoices to sales reps and customers.

• Set up new customers in SAGE and input payment information.

• Maintain backorder list and report products on backorder to customers.

• Remain mindful of product inventory and report any shortages or concerns to the appropriate staff.

• Maintain strong communication with sales reps, internal and external customers, providing updates and addressing inquiries.

• Administrative updates to internal systems, including creation and maintenance of all AR/Wine Club customer information, profiles for external and internal customers, and execution of weekly and monthly payment processing cycles.

Specific Accountabilities – Logistics & Administration

• Book waybills with couriers for order shipments. Resolve tracking issues for customers.

• Complete monthly GL coding for couriers and track report spend by channel.

• Communicate with warehouse staff to ensure the smooth flow of daily order processing and special requests.

• Create daily delivery schedules for delivery drivers and couriers.

• Follow up on delivery delays and discrepancies with all parties involved for timely resolution.

• Other duties as required.

 Specific Accountabilities – DTC & Wine Club

• Respond to inbound customer phone calls and emails, providing timely, professional, and high-quality customer service

• Work with customers and warehouse to determine appropriate shipping plans, taking into consideration customer preferences and weather conditions (heat/cold)

• Assist customers with order tracking, delivery re-routing, and rescheduling as required

• Maintain and update the consumer database, including new customer entry, updates, and database clean-up

• Process new Wine Club enrollments

• Support the execution of our Wine Club shipments

• Develop and maintain strong knowledge of the winery's product line and brands to effectively inform customers

• Promote and sell wines and Wine Club memberships to customers

• Perform other related duties as assigned

Requirements

• Completion of post-secondary education is an asset.

• Extensive skills with Microsoft Office, specifically Outlook & Excel.

• Customer service experience required.

• Sales entry and/or logistics experience is preferred.

• High attention to detail, ability to work within tight deadlines and fast-paced processes.