Membership Coordinator

About Realm Cellars

Realm Cellars is one of the most electrifying domaines in Napa Valley today, a rare example of a modern Napa Valley winery that has bootstrapped its way to success through determination, resilience and a relentless focus on quality winegrowing. Established in 2002 and revitalized in 2012 by owner Scott Becker and winemaker Benoit Touquette, Realm transformed from a nearly bankrupt virtual brand to an established winery in the Stags Leap District with two vineyards comprising 50 acres. With its two estate properties and access to a number of the finest vineyards throughout the appellation, Realm makes some of the most sought-after wines in Napa Valley. Successful but never satisfied, Realm’s passionate team is pushing ahead in its relentless quest to secure an enduring place among the icons of the wine world. The best is yet to come.

Summary

The Membership Coordinator is responsible for representing Realm with a high-level of professionalism and understanding of Realm’s identity while executing the daily winery communication. Primary responsibilities include one of the most precious things we do at Realm: correspondence with DTC and trade partners through phone, SMS, and email. This role will also strongly support the release campaigns, Realm X experiences, fulfillment, logistics, and inventory operations. Other duties include maintaining accurate data within the CRM, participation in regular system enhancement planning sessions, troubleshooting system and customer service issues, and SOP documentation for internal and external user experiences.

Essential Duties & Responsibilities

• Lead contact for all inbound phone and Estate gate calls with specific responsibility for DTC and Trade sales, shipping, reservations, and account maintenance. Converse and respond to all inquiries professionally and skillfully. Communicate cross-functionally with Sales & Membership team members and all other departments.
• Lead contact for all inbound winery emails with specific responsibility for reservations DTC sales, shipping, reservations, and account maintenance. Respond to all emails promptly and proficiently.
• Execute customer service as defined by Realm’s standard operating procedures. Use high-level judgment to assess inquiries and recognize those that don’t have an SOP currently defined. Escalate, review, collaborate, and document new procedures.
• From every correspondence collect valuable member and guest feedback. Share high-level analysis and inferences with the Membership team on a weekly and monthly basis.
• Maintain accurate customer data and document all customer service activities and discussions in the CRM and other applicable platforms.
• Review new signup data daily and share signup metrics on a weekly basis. Correct account details including the contact, address, and referrals on file.
• Monitor sales payment processing. Research and flag fraudulent activity as applicable.
• Use signup data and referral notes to build thoughtful ad hoc outreach strategies which will cultivate engagement from the customers and increase Introductory Offering conversion rates.
• Lead outreach efforts by phone and email for DTC releases, Realm X, and other campaigns as needed. Execute outbound campaigns then report and present them to the team to review and discuss.
• Handle shipping related inquiries with clear and proactive communication to prevent or resolve fulfillment issues. Manage customer expectations by using expert-level knowledge to outline solutions. Determine and take next steps to facilitate a seamless experience for future shipments. Document scenarios in the CRM and in team forum for additional review.
• Participate in weekly Sales Huddles by taking and sharing notes.
• Continuously fine-tune customer service communications, policies, and standard operating procedures—ensuring team is aligned as updates are made to procedures.

The Team at Realm Cellars is looking for someone who:

• Elevates standards for service, client interaction, and wine education.
• Can deepen the relationship with our existing clients and create relationships with new ones on Realm’s behalf.
• Is a self-motivated and goal-oriented individual who thrives in both independent and collaborative working environments.
• Manages tasks with a sense of urgency and a high level of attention to detail.
• Is genuinely personable, highly professional, and has excellent communication skills, both verbal and written.
• Is resilient and open to ideas, collaboration, and two-way feedback.
• Will utilize great judgment, creative problem solving, and expert conflict resolution skills when overseeing guest experiences.
• Cultivates professional and productive working relationships with our team members, vendors, and other key partners on Realm’s behalf.
• Seeks to become an expert in the field of luxury wine, the broader field of elevated customer services globally, and the complex field of luxury wine consumers.
• Aims to understand the luxury wine space, including how to create enduring connections and meaningful, personalized experiences for consumers spanning generations.

Qualifications

• Outstanding written and verbal communication skills.
• 3+ years of proven experience in a customer service or sales position. Wine industry experience preferred, but not required.
• Bachelor’s degree or equivalent work experience.
• Proficiency in Microsoft Office and CRM databases, preferably with Salesforce experience.
• Strong understanding of, and experience utilizing effective customer service methods.
• Excellent interpersonal and cross-functional skills.
• Must be at least 21 years of age.

Physical Requirements & Work Environment

• Full body mobility: Ability to stand, walk, sit, reach, and raise hands above the head, climb stairs, kneel, or crouch, talk, hear, and accurately taste and smell. Must be able to safely lift 40 lbs. Hearing ability to effectively communicate with co-workers and customers.
• Able to work indoors and outdoors.
• This job primarily operates in a professional office environment with visits to a production facility with occasional exposure to dust, gas, and/or fumes, hazardous material, and high noise levels.
• Responsible for maintaining a safe, friendly, positive, and conscientious work environment.
• Ability to work a flexible work schedule with extended hours as required during peak season demand.

Benefits: We offer competitive compensation and benefits including medical (Kaiser or Blue Shield), dental, vision, FSA, 401k, paid time off, paid holidays, and educational reimbursement.

How to Apply: If this role aligns with what you are looking for and you meet the position requirements, we'd like to hear from you. Please include your current resume and a cover letter.