Wonderful Wines, the premium wine division of The Wonderful Company, unites three iconic wineries — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — under one visionary umbrella. Known for innovation, entrepreneurial drive, and relentless pursuit of excellence, our mission is to craft extraordinary wines and unforgettable experiences. From JUSTIN’s Bordeaux-style blends in Paso Robles, to Lewis Cellars’ award-winning Cabernet Sauvignon in Napa Valley, to Landmark’s expressive Sonoma Coast Chardonnay and Pinot Noir — our portfolio showcases the best of California’s winegrowing regions. As part of The Wonderful Company — a Fortune Top 100 Place to Work and PEOPLE’s #1 Company That Cares — we’re committed to making a difference for our people, our planet, and our customers.

We are seeking a Client Experience Associate (Accounts, Orders & Reservations) to join our growing eCommerce team! Supporting all three of our wine brands — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — the Client Experience Associate will manage guest communication, both inbound and outbound, ensuring all interactions are clear, professional, and engaging. This role plays a key part in enhancing the guest experience while driving sales and booking conversions.

The ideal candidate is a highly organized and detail-oriented professional, skilled in managing reservations, coordinating bookings, and supporting event logistics with accuracy and efficiency. They excel in maintaining strong communication with a wide range of guests and trade clients. Proficiency with CRM and reservation software is essential, along with comfort in handling order processing, payment management, and fulfillment coordination for both consumer and corporate clients. Above all, the Client Experience Associate demonstrates a strong service mindset, adaptability in a fast-paced environment, and the ability to proactively engage with guests to anticipate and exceed their needs.

Job Description

Client Experience:
- Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
- Manages order exceptions and resolves issues in collaboration with compliance and fulfillment teams, maintaining SOPs and communication tools while recommending process improvements
- Resolves guest concerns and complaints using sound judgment and in partnership with management to identify the most effective solutions

Reservations:
- Promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach
- Delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations
- Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests needs
- Accurately inputs and maintains guest information in operational systems to support a seamless experience
- Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
- Completes reservation processes for multiple outlets and events, confirming all pertinent details
- Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
- Maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions

Accounts:
- Creates and manages customer accounts with accurate contact details, payment methods, and membership preferences
- Maintains up-to-date shipping profiles and delivery instructions to support seamless order fulfillment
- Proactively contacts customers to update account information (e.g., expired payment methods), resolve issues (e.g., back orders), and facilitate club order transitions

Orders:
- Processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees
- Manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency
- Coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team
- Represents the company at in-person events as needed

Qualifications
- Minimum 2 years of experience in hospitality, guest services, or customer-facing roles, preferably within the wine, luxury retail, or resort industries
- Experience or knowledge of the wine industry, trade/media visitation, or concierge services is a plus
- Proven track record in managing reservations, bookings, and event coordination with attention to detail and excellent organizational skills
- Experience with order processing, payment handling, and fulfillment coordination, including working with both consumer and corporate clients
- Proficiency with CRM and reservation management software (e.g., Salesforce, SevenRooms, Resy) or similar platforms
- Polished, professional demeanor suited to representing a luxury brand
- Strong problem-solving skills, operational insight, and the ability to drive cross-functional initiatives.
- Strong interpersonal and communication skills, with the ability to engage professionally and empathetically with diverse guest and trade audiences
- Knowledge of wine industry operations, trade/media visitation, or concierge services is a plus
- Ability to multitask effectively in a fast-paced, dynamic environment and adapt to shifting priorities
- Comfortable attending and supporting in-person events as needed

Additional information
- Full Benefits (Medical, Dental, Vision) & Thriving Wellness Community
- Career Advancement Opportunities
- Empowering Mentorship Program
- Continuous Improvement Training
- Building a Healthy Society & Community Development
- Giving Back to the Community & Communi