Customer Service Manager - Napa Office

  • Manage customer service staff including scheduling, training, establishing goals/objectives for staff and meeting daily deadlines to provide the highest-level customer service.
  • Act as the main customer service contact for sales staff and managers regarding orders, credits, delivery issues, exceptions and other issues.
  • Monitor active call center, generate, and review daily activity reports.
  • Oversee, process and schedule chain orders, work with outside carriers and managers to resolve various issues. Coordinate with Chambers warehouse Manager to provide updates to managers and carriers.
  • Coordinate with outside carriers to ensure delivery, pickup and exception documentation is received and accurate.
  • Review Chambers delivery documents for exceptions and create adjustments to customer accounts and research driver log variances
  • Oversee and process all credit transactions including damaged goods, price adjustments and carrier losses.
  • Initiate, process and track all return requests through the receipt of returned goods into the company’s facilities.
  • Assist credit department in resolving payment discrepancies, work closely with sales department to verify order allocations are accurate and helping the warehouse
  • Work with Sales Directors and Portfolio Managers to process special orders
  • Process winery bill-back orders, B2B orders, retail orders, troubleshoot stock, recommend different wine, follow though to ensure payment is complete and shipping information is accurate
  • Verify bad/spoiled wine with brand managers and issue credit memos. Track trends of credits by researching item and customer history and reporting back.
  • Verify outside carrier bills. Create and regularly update Excel billing documents for outside carriers, while verifying data input is accurate and Chambers’ is billed correctly. 
  • Work closely with California and Hawaii Warehouse Managers to ensure inventory integrity.
  • Interact with sales representatives and operations to determine shipping schedule adjustments for holidays, physical inventory, and other exceptions.

Please submit resume to for consideration