Customer Relations Coordinator

Job Description

REQUIREMENTS

• Experience in a premium customer service environment.
• Experience with membership or loyalty programs (highly desirable).
• Strong written and verbal communication skills.
• Excellent administrative and organisational abilities with strong attention to detail.
• Confidence using Microsoft Office, particularly Word, Excel and Outlook.
• Experience with hospitality, retail or wine industry platforms such as Commerce7, ShipCompliant, Wineshipping or RedChirp (advantageous).
• A basic understanding of wine and wine tasting, with the ability to discuss wine styles and flavour profiles confidently.
• The ability to interpret data and use insights to support decision-making.

RESPONSIBILITIES

• Processing US direct-to-consumer orders from entry through to delivery confirmation, including refunds and issue resolution.
• Responding to customer enquiries via phone and email while maintaining exceptional service standards.
• Managing the general customer service inbox and providing administrative support as required.
• Supporting sales and marketing initiatives in partnership with the US Direct-to-Consumer Manager.
• Assisting with wine club activities and customer engagement programs.
• Maintaining customer data and preparing monthly customer service reports.
• Assisting with internal stocktakes where required.
• Supporting events, tastings and promotional activities on an ad hoc basis.

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