Guest Services Associate – Markham Winery

We have an exciting opportunity for a Guest Services Associate to join the Markham Winery hospitality team! Reporting to the Guest Services Manager, this role is responsible for providing best-in-class service and follow through to all customers and members with minimal supervision. This role will act as a liaison to our customers and will respond to all inquiries as well as address and resolve any customer concerns/issues. In addition, this position will support all customer touch points including complex administrative coordination with shipping, inventory, logistics, and customer-facing plus backend systems to ensure that customer needs are met or exceeded in a timely fashion while delivering complete support that drives customer satisfaction. The work schedule requires working Sunday through Wednesday approximately 6 hours per day requesting the incumbent work onsite as a PT salaried, Non-exempt (qualifies for OT) position that is eligible for our outstanding benefits package.

Minimum Qualifications:
•  Must have minimum 2 years’ customer service or wine club experience
•  Experience in wine club processing and using DTC wine software (WineDirect) or similar CRM system preferred
•  Must have strong technical computer skills being proficient in MS Suite and web-based platforms
•  Must have strong verbal and written communication skills and attention to detail
•  Must have experience with third party shipping software (FedEx, UPS)
•  Wine industry experience and wine knowledge preferred, but not mandatory, but must have a passion for the industry and wine
•  College degree preferred, but not required.

Key responsibilities include but are not limited to:
•  Provide best in class service and follow through
•  Serve as first point of contact for all inbound guest & member communication
•  Use critical thinking and active listening to resolve issues
•  Manage reservation requests, monitor reservations to highlight member and VIPs
•  Provide onsite support to Tasting Room staff
•  Perform account-level research to provide personalized customer service, driving sales, repeat visits, and wine club sign-ups
•  Build and maintain lasting relationships with members and customers
•  Accountable for own actions and results
•  Provide shipping support for online, phone and onsite sales
•  Oversee fulfillment of on site and third-party shipping orders
•  Coordinate with fulfillment partners for all shipping orders
•  Manage shipping exceptions, returns, weather holds, “flip to ship” and special requests
•  Weekly Ship Compliant reconciliation
•  Review all shipping orders for correctness before sending to fulfillment
•  Manage onsite pickup shipments through weekly reporting and reconciliation
•  Support weekly/monthly counts by entering counts into count spreadsheets
•  Actively participate in weekly inventory meeting
•  Assist with wine transfers and AR inventory reconciliation
•  Sales and Membership
•  Assist with membership setup, processing, and post-processing activities
•  Assist with credit card decline prevention and recovery campaigns
•  Attend all wine club events.
•  Actively participate in Tasting Room Staff meetings
•  Lead POS and/or Admin Panel training for all DTC new hires
•  Actively relay customer impressions and attitudes to team members
•  Contribute positively to team cohesiveness and culture
•  Make safety a priority and champion a safety culture with the team
•  Understand and add value to our achievement-based culture

Must be able to provide proof of U.S. Work Authorization without current or future sponsorship.
By joining the Argyle team, you will be joining a team of diverse individuals, all passionate about our wines, our employees, and our business and what they do! We aim to provide a fun and inclusive culture where everyone can be the best they can be and have a great time doing it! When applying for this opportunity please provide a complete resume. Argyle is an equal opportunity employer and encourages all to apply.