eCommerce Operations Specialist
Reports to: Director of Marketing, Family Estates Brands
Status: Part-Time, Non-Exempt
Location: Hybrid (Napa Valley) or Remote
Position Summary
The eCommerce Operations Specialist plays a critical role in managing and maintaining Terlato Wine Group’s proprietary eCommerce platform, Uncorked.com, in order to help achieve the annual revenue plan. They will be responsible for management and maintenance of the storefront, ensuring that the proper assortment of items is available with accurate pricing and product information, and will be tasked with working within Salesforce Commerce Cloud to update product listings as needed. The eCommerce & Customer Service Specialist will be accountable for fielding and responding to Uncorked.com customer inquiries (phone calls and emails), as well as addressing and finding solutions for customer service issues and complaints. Related to that, this individual will help keep Uncorked.com operating efficiently and effectively by identifying and diagnosing potential system issues, escalating issues to the appropriate technical support teams, and assisting them with troubleshooting and resolutions.
Performance Measures
•  Achievement of Uncorked.com sales goals
•  Responsiveness to and resolution of customer inquiries and issues
•  Continuously up-to-date, comprehensive, relevant product assortment on Uncorked.com
•  Successful execution of promotions and sales initiatives
•  Accuracy of Uncorked.com product and pricing details

eStore Management & Merchandising:
•  Collaborate with brand managers, compliance partners, and our 3rd party fulfillment center, to set up new products or new vintages of existing wines in Salesforce Commerce Cloud.
•  Verify that all new items are fully compliant with state and federal shipping regulations before they go live on the website.
•  Ensure accurate product descriptions, pricing, and images are updated in Salesforce Commerce Cloud
•  Implement and maintain accurate and optimal product categorization to enable easy product discovery and navigation on Uncorked.com
•  Collaborate with outside technical support agency to push products and promotions live
•  Monitor inventory levels to prevent both out-of-stocks and surpluses and work with Marketing team to facilitate replenishment
•  Confirm inventory availability with fulfillment warehouses before items go live.
•  Test new product listings to confirm a smooth purchasing experience for customers.
Marketing & Promotions Support:
•  As directed by the Marketing team, assist in creating, testing, and activating promotional programs in Salesforce Commerce Cloud, including discount codes, special offers, and customer group pricing
•  Ensure that promotions are properly configured, applied at checkout, and function correctly.
•  Assist Marketing team with Uncorked.com promotional email campaigns
•  Monitor active promotions for any issues, such as incorrect pricing or discount application errors, and work with technical teams to resolve them.
Technical Support & System Troubleshooting:
•  Develop a foundational understanding of Uncorked’s technology stack, including order management, fulfillment, compliance, payment processing, and marketing systems.
•  Conduct daily system checks across multiple platforms to identify and address any stuck or delayed orders due to compliance issues, payment processing errors, or fulfillment holds.
•  Act as the liaison between internal teams and third-party vendors to diagnose, troubleshoot, and resolve system-related issues as they arise.
•  Assist in testing and implementing system updates, new features, or platform enhancements to improve website functionality and user experience.
•  Provide input on process improvements and automation opportunities to enhance operational efficiency.
Work Environment
•  20 hours/week
•  Hybrid work arrangement desired (in Napa Valley area), but remote location acceptable
•  Fast-paced, deadline-driven environment
•  Ability to work Monday-Friday with dedicated work hours between 9AM and 5PM PST is ideal
Professional Qualifications
•  Bachelor’s degree or equivalent experience.
•  3+ years of Alc Bev eCommerce experience
•  2+ years of customer service, retail or hospitality experience
•  Significant experience working in Salesforce Commerce Cloud or related POS/CMS
•  Experience with Deck Commerce, Ship Compliant, Stripe, and Mailchimp a plus
•  Proficiency in Microsoft Word, Outlook and Excel, & Power Point proficiency desired.
Personal Skills and Competencies
•  Excellent, friendly customer service skills
•  Strong computer and technical skills
•  Strong verbal and written communication skills
•  Positive, can-do attitude
•  Excellent time management skills
•  Ability to work and manage multiple priorities in a fast-paced, dynamic environment, while maintaining a high level of detail
•  Collaborative and able to work effectively with a people and teams across functions
•  Strong work ethic with the ability to work independently and take initiative
•  Ability to organize and prioritize work
•  Comfortable with numbers and business metrics
•  Willingness to embrace and manage change

Apply Here: https://www.click2apply.net/yAPmk4iw2VDDMSNm7FlqZG

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