Member Services Representative

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With a global portfolio of over 100 unique wine and spirits brands, we are the largest family-owned winery in the world. Apply Today! Our Brands. Your Future.

Position is located at Louis M. Martini Winery and will be supporting multiple winery locations including Louis M. Martini Winery, William Hill Estate and Talbott Vineyards.

The Member Services Representative is responsible for prioritizing daily operations of the Wine Club and ensuring world-class customer service to our customers. Engages in customer service activities to enhance the retention of DTC consumers and wine club members while 
upholding the brand image. Works with cross-functional partners and agencies to identify unique customer opportunities to drive consumer acquisition, member conversion and wine sales while providing a seamless member journey. 

Compensation

• Hiring Salary Range Posted: set rate listed as: $27.12 / hr - $40.67 / hr
• In addition to the salary, this position may be eligible to participate in bonuses and incentive plans, as applicable.
• Actual compensation paid within the range will be determined by factors such as the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.

Perks & Benefits

•     This position includes a competitive benefits package.
•     Winery - Please click here to view our full list of benefits or click here to watch our video.

Expected to Close on: 01/10/2024

What You Will Do:

• Assists DTC Business Development and Hospitality teams as needed to drive customer acquisitions, member conversions, E-commerce sales and hospitality traffic. 
• Develops and maintains brand loyalty through exceptional customer service, including timely responses to customer inquiries and requests via phone calls, SMS, and emails.
• Represents Wine Club in the tasting room to build relationships with members while on property.
• Develops and executes targeted phone campaigns for exclusive events, wine offers, measuring results and updating consumer information.
• Responsible for successful DTC order fulfillment, including creating and scheduling club batches, and monitoring inventory reports. Communicates with DTC partners regarding upcoming promotions, club batches, and generating sales reports. 
• Develops shipment collateral and packaging materials to elevate the consumer experience. 
• Monitors and resolves order compliance issues. Completes month end compliance review on all DTC orders. 
• Reviews inventory status and forecasts (wine, packaging, merchandise) to ensure sufficient inventory in all fulfillment locations for daily and club fulfillment. Partners with inventory and 
• Tasting Room teams on movement requests in advance of DTC sales initiatives and Club batches
• Creates and maintains transactional emails to ensure successful delivery and consumer experience. 
• Responsible for merchandising products for purchase on website, point of sale, and administration panel. Creates and maintains promotions and coupons, product collections, bundles and kits, consumer allocations, and creates non-inventoried products. 
• Ensures accurate completion of membership incentive reporting, contributing to the effective management of employee incentives.
• Assists with consumer events in the Tasting Room or in the market as needed to increase membership acquisition and retention. 
• Exhibits Intrapreneurship and Ownership behaviors:
  • Intrapreneurship is entrepreneurship in an established company: behaviors that include thinking boldly, taking appropriate risks, learning from mistakes, showing initiative, and encouraging and reinforcing innovation.
  • Ownership refers to behaviors that include setting high expectations, driving candid discussion, and holding self and others accountable.

What You Will Need:

• Bachelor’s degree plus 2 year of relationship marketing, direct to consumer sales or business to consumer customer service experience; OR Associates degree plus 4 years of retail sales, hospitality, sales support, or customer service experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency certificate plus 6 years of relationship marketing, direct to consumer sales or business to consumer customer service reflecting increasing levels of responsibility. 
• Required to be the age of 21 years or older. 
• Knowledge of wine and wine business. 
• Skilled in reading, comprehending, interpreting, and executing simple instructions, short correspondence and memos. 
• Skilled in writing simple correspondence. 
• Lift and move case of product weighing up to 40 lbs. 
• Skilled in adding, subtracting, multiplying, and dividing using whole numbers. 
• Required to travel to various winery sites within the region based on business need. 
• Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
• Required to be 18 years or older. This may be in addition to other age requirements, if applicable, as listed in this job description.

What Will Set You Apart:

• Bachelor’s degree in Business, English, Communications, or Marketing plus 4 years of relationship marketing, direct to consumer sales or business to consumer customer service experience reflecting increasing levels of responsibility. 
• Skilled in the use of wine club management and POS software. 
• Experience with effectively presenting information and responding to questions from groups of managers, clients, customers, and the general public. 
• Skilled in the use of Ship Compliant at a basic level. 

Gallo does not sponsor for employment based visas for this position now or in the future.

To view a full job description, please click here.

Requisition ID: 103449 

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Gallo’s policy is to afford equal employment opportunity to all applicants and employees and not to discriminate on the basis of race, traits historically associated with race, including but not limited to, hair texture and protective hairstyles (such as braids, locks, and twists), color, national origin, ancestry, creed, religion, physical disability, mental disability, medical condition as defined by applicable state law (including cancer and predisposing genetic characteristics), genetic information, marital status, familial status, sex, gender, gender identity, gender expression, sexual orientation (actual or perceived), transgender status, sex stereotyping, pregnancy, childbirth or related medical conditions, reproductive health decision making, age, military or veteran status, domestic violence or sexual assault victim status, or any other basis protected by applicable law. Nor will Gallo discriminate based on a perception that an individual has any of the foregoing characteristics or is associated with a person who has, or is perceived to have, any of those characteristics.

Gallo will comply with state and local laws prohibit discrimination for lawful out-of-work behavior, such as off-duty use of cannabis away from the workplace (subject to federal and state law exceptions), the existence of non-psychoactive cannabis metabolites in hair, blood, urine, or other bodily fluids as determined by a drug screening test (subject to federal and state law exceptions).

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gallo is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at 209.341.7000.

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