RareStorage Customer Service Associate en K&L Wine Merchants

Join us at K&L Wine Merchants and be a part of a unique journey in the world of wine and spirits, where your expertise and passion will help shape the future of our company and the experiences of our loyal customers. 

About Us

K&L Wine Merchants is one of the leading independent wine and spirits retailers in the CA. We offer a world-class selection of wine, spirits, and beer at four retail locations and through our website. We have great, positive and fun team that is dedicated to providing excellent, knowledgeable service to our loyal customers.

Job Summary

K&L Wine Merchants is seeking a Full-Time Customer Service Associate who will be responsible for taking ownership of our Wine and Spirits storage business clients' overall experience and satisfaction. They will provide expert client guidance on logistics and collection solutions and support all internal and external clients primarily via phone, email, and chat. They will bring forward their ability to multi-task, prioritize, triage tasks and activities accordingly, coordinate and communicate efficiently cross-functionally while bringing energy and positivity to every interaction. This role is hybrid; the associate will work remotely but come into the facility as necessary and needed to support the operations team and clients. 

Essential duties and responsibilities

· Deliver exceptional customer service and provide knowledgeable solutions via phone and email (40-60 inbound calls/day).

· Accurately process a variety of customer transactions including inbound, outbound, and transfer/will call requests.

· Resolve client service issues related to inventory management, shipping, and payments.

· Manage customer service channels, including shared email inboxes, web-based help desk, chat, and phone.

· Develop and maintain expertise in domestic and international shipping logistics, including regulations, tax, weather delays, and insurance.

· Track all pertinent client information and communications through company CRM.

· Develop and maintain relationships with third-party logistics providers and other strategic partners.

· Provide additional on-site support of the operations team when necessary and any other duties as assigned.

Required Knowledge, Skills, Competencies and Abilities

· 1-3 years’ experience in retail, wine, logistics, or other customer-facing roles.

· Demonstrated passion for the wine and spirits industry.

· Must be proficient in Office 365.

· Must work well independently and as part of a team. 

· Strong time management and organizational skills.

· Must be positive and solution oriented.

· Must be customer-focused, adaptable to changes, consistent and highly reliable.

· Must maintain professionalism in conduct, communication and approach work with integrity.

· Must take pride, ownership and initiative in their work.

· Must comply to all company policies. 

· Must be comfortable in a desk-based, high volume, support environment. 

· Must have excellent written, verbal, and interpersonal communication skills. 

· Must be timely and professional in email correspondence across departments (e.g. Customer Service, Retail, Operations). 

K&L Wine Merchants is a proud Equal Opportunity Employer!

Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other status protected by law.