Customer Experience Associate (DTC & Reservations)

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