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The Client Service & Fulfillment Coordinator will work closely with the Client Service Lead and the Vice President of Private Client Relations to ensure a superior client experience from order to fulfillment. They will manage all orders from our private client base, ensuring a safe and effortless arrival to destinations worldwide. They will work closely with our shipping partners to carry out a fast-paced and successful shipping season in the Spring & Fall of each year, overseeing all aspects of the fulfillment process. They will proactively stay organized in their planning, duties, and customer service during the shoulder seasons, managing a small number of temperature-controlled shipments during the off-season.

To achieve the above, the Client Service & Fulfillment Coordinator must be attentive, organized, and detail oriented. They will be adept at managing both a short term and long-term schedule which will outline a rotating list of daily, weekly, and monthly tasks.

Their attention to detail in planning and management will be matched by their top-notch customer service skills with kind, clear, and informative written and verbal communication.

They will maintain autonomy in their primary role and responsibilities, while also working closely with the DTC and Hospitality teams to ensure smooth transitions of all shipments including inventory transfer, compliance, and customer communication.

Working with Antica Terra and Lillian means taking pride in your work, caring for our clients and guests, and supporting our relationships with grace, professionalism, charm, and integrity. Above all else, this position requires a passion for and understanding of the Antica Terra and Lillian missions and brands. This person will share with the company a long-term vision, be uniquely personable and refined, and able to effortlessly communicate the beauty and delight that our clients experience in our wine and from us as a team.

Primary Responsibilities

• Act as liaison between Antica Terra and all external shipping partners
• Assist in and cross check all transfers and inventory movements; write BOLs
• Own Ship Compliant and order fulfillment processes across all ecommerce platforms
• Own shipping strategies & pricing, weather holds, insufficient inventory holds, shipping instructions (all Fulfillment facets)
• Own special requirement state orders, quarantines, international orders, and samples
• Track and manage all exceptions, redirects, returns, and reships
• Design and schedule customer shipping notifications, facilitate all order updates
• Assist in Wine Club logistics
• Organize and execute Wine Club processing, manage customer accounts with special attention to payment and account updates
• Manage, inventory, and order all wine packaging in accordance to budget
• Act as liaison with onsite team for organizing and preparing for all member wine pick-ups
• Facilitate physical gift card orders and maintain location par levels
• Understand and adhere to environmental standards set by the winery

Requirements

• High level of integrity and dependability
• Proven work experience as an administrator
• Superior fluency in and experience with CRM software and MS Office (MS Excel, in particular) and wine shipping programs (i.e. Ship Compliant)
• Impeccable phone demeanor
• Excellent organizational skills
• Confident and sound decision making
• A team player with high level of dedication
• Ability to work under strict deadlines
• Ability to multi-task and prioritize in a quick moving environment
• The ability to communicate clearly and concisely, both orally and in writing
• Professional appearance and demeanor
• Must be at least 21 years of age
• Weekend availability

Level of Effort

60% Shipping & Fulfillment

25% Client communications

15% Logistics management

Working Conditions

Working conditions include remote work, office environment, and processing facility.

Benefits

DEI

The Company is committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Compensation commensurate with experience