Job Description

Job Description

Job Description

Customer Service Associate

Port Chester, NY (Hybrid)

Zachys Wine International

Zachys is one of the pre-eminent wine retailers & auction houses in the United States and based in Port Chester, NY. Founded in 1944, Zachys is a business built around acquiring and selling fine, rare wines and spirits, and provides consumers, collectors and consignors with rewarding, first-class customer experience

Our mission is to offer unique experiences and access opportunities to our clients. We offer a comprehensive suite of services encompassing Retail, Storage, and Auction, expertly guiding clients through an extraordinary journey from discovery to curation, and even to consignment. Zachys is headquartered in Port Chester, NY .

Our commitment to our employees is to offer an engaging, dynamic, rewarding workplace where we promote what we value: Teamwork, Respect, Knowledge, Service Excellence, Innovation, Community and Accountability.

The Job

The Customer Service Associate is responsible for providing superior customer sales, service and relationship support to all Zachys clients, addressing their inquiries and resolving any issues utilizing process, business systems and product knowledge, coordinating with internal and external resources to ensure client delight with a positive, friendly demeanor and in a professional manner.

Responsibilities

• Respond promptly to customer inquiries through various communication channels (phone, email, chat, or in-person) with professionalism and courtesy
• Support the CS Call center queues to ensure client satisfaction by ensuring availability in the queue during hours worked.
• Provide clear and accurate information to customers regarding products, services, orders, and policies
• Handle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goals.
• Escalate complex issues to the appropriate departments for further investigation and resolution based on escalation policy
• Proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood
• Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions
• Organize high volume of outgoing property shipments across various carriers and methods
• Liaise with Wine Specialists to coordinate clients’ requests as applicable
• Liaise with inventory and shipping departments to coordinate clients’ logistical requests
• Assist with auction pre-registration and bid department functions as necessary
• Attend auctions and service auction registration desk as necessary

Requirements

The successful person in this position must be able to work independently, and efficiently within a reasonable timeframe. Strong communication skills, both oral and written, are essential; you must be team player with positive and dynamic personality.

• At least 2 years of customer service experience is required handling storage client expectations
• Retail and/or restaurant experienced applicants are encouraged to apply
• Must be proficient with Microsoft Office, especially Excel and Outlook.
• Basic accounting and inventory/CRM systems knowledge a plus
• NetSuite experience welcome but not required

Hours

• Days: Monday-Friday, one day remote
• Hours: 9:00am-6:00pm
• Weekend flexibility required for auction support

Compensation 56k-61K

Apply Through our Careers page:

Zachys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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