Customer Experience Associate (DTC & Reservations) at Wonderful

Napa, California, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Feb, 26

Salary

22.0

Posted On

27 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Organizational Skills, Detail-Oriented, CRM Proficiency, Reservation Systems, Order Processing, Payment Management, Event Coordination, Sales Recommendations, Wine Industry Knowledge, Hospitality Experience, Multitasking, Adaptability, Upselling, Team Collaboration

Industry

Food and Beverage Manufacturing

Description

Company Description 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 Customer Experience Associate (DTC & Reservations) to join our growing eCommerce team! Supporting all three of our wine brands — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — this role manages inbound and outbound guest communication to ensure clear, professional, and engaging interactions. The position plays a key role in elevating the guest experience while driving sales and reservation conversions. The ideal candidate is organized, detail-oriented, and highly professional. They will expertly manage reservations, coordinate bookings, and support event logistics with accuracy and efficiency. Strong communication skills are essential, as is proficiency with CRM and reservation systems. Responsibilities include order processing, payment management, and fulfillment coordination for both consumer and corporate clients. Above all, the Customer Experience Associate brings a strong service mindset, adaptability in a fast-paced environment, and the ability to proactively anticipate and exceed guest needs. This full-time position requires on-site presence and flexible availability, and may be based in either Paso Robles, CA or Napa, CA. Job Description Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery 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 Completes reservation processes for multiple outlets and events, confirming all pertinent details Proactively contacts customers to update account information (e.g., expired payment methods), resolve issues (e.g., back orders), and facilitate club order transitions 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 Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests' needs Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members Represents the company at in-person events as needed Maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions 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 Must have flexible availability and the ability to work weekends to support guest and business demands 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 Proficient in CRM and reservation platforms (Tock, Commerce 7, RedChirp) or similar platforms and Microsoft Office (Outlook, Teams) Passionate about delivering five-star service and creating memorable guest experiences Excellent written and verbal communication skills, with a confident and professional demeanor suited to represent luxury brands Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment Comfortable attending and supporting in-person events as needed Pay Range: $19.00 - $22.00 per hour. Final compensation will be dependent upon skills & experience. Additional Information Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 24/7 online physician consultations virtual mental health resources life coaching engaging employee community groups cash rewards for healthy habits and fitness reimbursements library of on-demand fitness videos Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward. Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace. Building a Healthy Society: To date, our co-Founders Lynda and Stewart Resnick, through their foundations and The Wonderful Company, have invested more than $2.5 billion in education, health and wellness, community development, and sustainability initiatives across California’s Central Valley, Fiji, and the world. In 2025, Wonderful ranked as #1 in PEOPLE’s “100 Companies That Care” list and was named one of Fortune magazine’s 100 Best Companies to Work For. To learn more about our corporate social responsibility efforts, visit csr.wonderful.com. Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities. Located in Paso Robles, JUSTIN® Vineyards & Winery was founded in 1981 and is known for crafting world- class wines using Bordeaux grape varieties, including the iconic ISOSCELES® blend of Cabernet Sauvignon, Cabernet Franc and Merlot. The Vineyard estate, located at 11680 Chimney Rock Road, features a Tasting Room, luxury five-star accommodations at the JUST Inn®, and a Restaurant—making it one of the only wineries on the Central Coast to offer all three options. In September 2018, a new second location, the JUSTIN Downtown Tasting Room opened introducing an expansive wine-tasting bar, lounge, and a full dining room that’s situated prominently on the square along Downtown City Park in the heart of Paso Robles. In addition to its stellar hospitality, JUSTIN consistently receives top honors around the world, establishing itself as a leader in New World Bordeaux-style winemaking. JUSTIN wines are available through discerning fine wine retailers and restaurants throughout the United States, or directly from the Winery via JUSTIN’s Tasting Room, online store or to members of the exclusive JUSTIN Wine Society wine club. To discover more about JUSTIN, visit www.justinwine.com. The Wonderful Company is an Equality Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories. #LI-ML1 EEO is the law - click here for more information

Responsibilities

The Customer Experience Associate manages inbound and outbound guest communication to ensure clear, professional, and engaging interactions. They play a key role in elevating the guest experience while driving sales and reservation conversions.