Direct to Consumer Specialist - West

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#BeExtraordinary

At Andrew Peller Limited (APL), we deliver the perfect brand experience for every lifestyle, occasion, and generation. Through collaboration, open communication, honesty, drive to win, and accountability, we inspire teammates to be extraordinary every day.

Who We Are

We are Canada’s largest and oldest wine companies with a rich heritage in quality winemaking.

We produce some of Canada’s most recognized brands and offer our teammates a challenging and rewarding employment experience.

We are seeking a highly motivated, enthusiasticDTC Specialist, Direct to Home - West to join our Direct to Home - West Team which is currently a hybrid of a work from home and in person at each winery position.

Reporting to the DTC Manager -Westyou will be responsiblefor wine club and our online store administration, order management, and wine-related products, and facilitating a positive ongoing relationship with Direct to Home orders and Wine Club customers.We are open 7 days a week. This position requires an ability to workweekdays, evenings and weekends.

We Are Looking For Teammates With

• Post-secondary diploma in marketing, business, or hospitality, combined with two to three years experience in call centre/customer service position with a minimum one (1) year detail orientated/administrative experience
• Exceptional technology and computer skills and knowledge; proficient in Microsoft Excel, Outlook and Word required
• Excellent customer service and hospitality skills and able to maintain composure under stressful conditions
• Adept at complaint resolution and autonomous decision making
• A "Can Do" attitude and enjoy working under pressure
• An understanding of how to provide best-in-class service for customers
  

This Teammate Will Be Accountable For

• Responding daily to all e-mail, phone and online inquiries/ orders with wine club members and customers
• Maintaining customer database of new members, updates, and cancellations
• Accurate, prompt, and follow up phone calls to Wine Club Members and online customers
• Offering solutions with an ability to resolve conflicts and customer complaints
• Entering customer requests into our system software; assembling, validating and forwarding all new Direct Delivery and Wine Club customer sign-up information to Master Data and NCCC.
• Creating opportunities to drive revenue growth by pairing customers with products and services
• Maximizing monthly and quarterly billable clubs through diligent communication, minimizing card failures and maximize billable memberships and orders
• Assisting the Wine Club Manager in the execution of quarterly Wine Club shipments and order processing
• Executing member recovery efforts every month and quarter; monitor, analyse and make recommendations for improvement
• Participates at Wine Club events when being hosted at the wineries
• Performing other duties as directed
  

We are conducting an internal and external search simultaneously. We wish to thank all applicants for their interest; only those applicants selected for an interview will be contacted. In addition, per our "Internal Job Posting Policy"; internal candidates should be in their current position for one (1) year and their performance must be in good standing.

Andrew Peller Limited is committed to meeting the needs of persons with temporary and/or permanent disabilities in a way that allows them to maintain their dignity and independence. We are happy to discuss any need for accommodation in the workplace and will make an effort to meet those needs a timely manner by preventing and removing barriers to accessibility in the areas of information, communications, and employment.