Customer Service Representative (Wine Jobs: Management & Administration)

  Arterra Wines Canada

  Vancouver, British Columbia

Job Description:

We are currently recruiting for a passionate, dedicated, team player who is self-motivated and goal oriented to fill the position of Customer Service Representative.  Our organization has an industry leading leadership team; a collaborative working environment full of determination and success; and a structure which offers best in class training and development to our team members.

Our Customer Service and Inside Sales Team is responsible for driving strong sales and market share in a competitive, multi-channel environment which includes Retail channels as well as On-Premise.  We take pride in positioning Arterra Wines Canada as the #1 Supplier of Choice with all of our trade partners by enhancing their business with our extensive portfolio, including some of the most awarded and consumer recognized wines from around the world.  We are looking to expand our dynamic team with dedicated, hardworking applicants who wish to build a career with the industry’s leading wine supplier. 

The Role:

The role of the Customer Service Representative is directly responsible for ensuring cases of inventory are delivered to our customers throughout British Columbia in multiple trade channels; prioritization of orders based on delivery schedule is required.  This is a fast-paced environment that requires the ability to think quickly, while managing multiple tasks, and ensuring prompt follow up.  This position’s objective is to take on a key role managing, selling, and planning for multiple channels primarily independent retailers and On-Premise accounts.  In addition, Customer Service Representatives are responsible for handling all inquiries and requests from over 40 internal stakeholders as well as our external stakeholder ContainerWorld, while working cohesively with our Operations Team. 

• Process daily orders for BC Direct customers
• Act as a vast knowledge base for customers and our team’s inquiries with respect to new product launches, VQA availability, product inventory levels, order process systems, pricing, product returns, payment inquiries, and new account set ups
• Provide service, support, and communication to the BC Sales Teams, Management Teams, and customers of multi trade channel groups in regards to daily sales activity and customer satisfaction
• Ability to persuade, inspire, and pursue incremental sales opportunities
• Cultivate and drive sales within the targeted key strategic initiatives
• Maintain professionalism in all aspects of communication with both internal and external customers, informing them when to expect their delivery and if necessary, dealing with any queries, delays, and challenges as required
• New customer account setup: requires working with new customers, set up desk, finance, and sales managers to provide details on new customer information prior to order fulfillment
• Liaise with ContainerWorld on deliveries or pickup requests, and complete credits as required  
• Coach and train new hires on day to day processes as necessary

Job Requirements:

• Grade 12 diploma, with some training/experience with customer service
• Strong wine product knowledge and understanding of BC alcohol beverage industry
• Results oriented, self-motivated, driven and disciplined
• Excellent communication, interpersonal, time management and organizational skills
• Proven problem solving skills with a demonstrated ability to deal effectively with customers and peers
• Computer literacy, including the ability to create and modify PowerPoint presentations, Word and Excel documents as well as effectively utilize web-based tools and resources
• Genuine interest and passion for the alcohol beverage industry
• Call Center/Customer Service experience an asset
• Liquor industry experience an asset
• WSET or ISG Certification an asset