Customer Service Coordinator

You are a dedicated customer service professional skilled in eCommerce and Direct-to-Consumer (DTC) processes, with an adaptable, team-oriented approach to problem-solving and customer resolution.

This position pays: $23-26/hr

Location: Napa. CA (hybrid)

Schedule: 32-40 hours per week

What you will be doing:

• Supporting inbound customer service for DTC channels, including phone, email, chat, and consumer reservations.
• Serving as the first escalation point for consumer issues and liaising between DTC site teams and third-party customer service providers.
• Monitoring email queues and ensuring timely responses that align with Service Level Agreements (SLAs).
• Updating training documentation to provide third-party teams with accurate information.
• Managing consumer reservations and coordinating updates as communicated by site teams.
• Participating in weekly calls with site and third-party teams to address and resolve issues.
• Effectively communicating status updates and challenges to the DTC Customer Service Manager.

What you bring:

• Experience with DTC systems and processes, preferably within eCommerce or DTC phone backend processes.
• Proficiency in WineCompliancePro, WineShipping, Chatterbox, MS Dynamics 365, and MS Excel.
• Strong understanding of end-to-end order processing within DTC systems.
• Strong prioritization skills with the ability to navigate dynamic and changing environments.
• Agile problem-solving skills, with urgency in addressing and communicating issues.
• Excellent communication and collaboration skills, with a team-focused attitude.
• Wine Industry experience required.

To learn more about the workplace culture and this position, please apply!

For over 50 years, Nelson Connects has empowered employers and job seekers to achieve their unique versions of success. Our commitment to excellence, integrity, compassion, and innovation has made us a trusted partner in connecting jobs, people, and communities. The remarkably talented and dedicated people of Nelson Connects are building on the rich history of this company to define the future of our industry, and we can’t wait to work with you.

We are Nelson Connects, and our purpose is your success.