K&L Wine Merchants

Product Operations

• Serve as the primary point of contact for product-related production issues; assess severity, urgency, and business impact.
• Investigate issues by reproducing bugs in staging environments, gathering relevant data, and documenting findings in Jira.
• Partner with Engineering to drive resolution, validate fixes, and conduct root cause analyses.
• Manage tickets from intake through resolution, ensuring timely updates and stakeholder communication.
• Identify recurring trends and recommend processes or system improvements.
• Develop, maintain, and continuously improve training guides and onboarding materials.
• Create and manage internal knowledge bases, FAQs, and user documentation.
• Publish release notes and communicate product updates to relevant stakeholders.
• Lead training sessions to support internal product adoption and operational readiness.
• Propose and implement process enhancements to improve operational stability and efficiency.
• Analyze product usage, support trends, and operational metrics to inform improvements and leadership insights.

Product Operations Associate

Sales

• Provide exceptional service to every customer, every time.
• Act as manager-on-duty in the absence of General and/or Sales manager.
• Independently open and close the store.
• Troubleshoot complex orders and transactions.
• Mentor and assist in training new hires.
• Act as a point of escalation for customer service issues.
• Participate in all daily sales floor activities, including point-of-sale transactions, merchandising, and order fulfillment/retrieval.
• Develop and maintain the highest level of product knowledge in order to make informed sales recommendations.
• Act as liaison to an assigned category within the store; develop expertise in the category and keep it well merchandised.
• Write product reviews for K&L’s website, newsletter, and blog.
• Attend staff education sessions and on/offsite events as requested

Retail Wine Sales Specialist

Operations

• Deliver wine and spirits to customers using a company vehicle
• Follow assigned routes and delivery schedules using a mobile device
• Verify recipient proof of age for every delivery
• Provide courteous, professional, and consistent customer service
• Load, unload, and secure product safely during deliveries
• Fulfill web orders and in-store/curbside pickup orders
• Check in, receive, and stow product deliveries and inventory transfers
• Consolidate and organize paid customer orders in will-call areas
• Pack and organize delivery orders accurately
• Process credit card payments for completed orders
• Maintain and resolve problem orders (missing items, payment issues, etc.)
• Assist with warehouse organization and maintenance (sweeping, cardboard breakdown, etc.)
• Operate as a back-up driver for local deliveries as needed
• Work closely with the Retail Operations Manager to ensure a safe, organized facility

Delivery Driver – Retail Operations Associate

Director

• Lead strategy and execution for logistics supporting a multi-market direct import program
• Oversee product distribution between warehouses and retail locations to ensure balanced assortments and availability
• Establish and maintain inventory par levels by location
• Identify replenishment and redistribution opportunities based on demand and sales trends
• Coordinate international logistics and inbound delivery schedules to support inventory readiness and cash flow
• Support product launches and marketing initiatives through inventory staging and positioning
• Partner on process improvement and automation initiatives to improve efficiency and scalability
• Ensure consistent availability of core and premium products across all locations
• Manage logistics-related costs, including imports, shipping, and internal transfers
• Collaborate cross-functionally with Buying, Finance, Retail, Warehouse and Marketing teams
• Perform other related duties as assigned

Product Operations Associate

Retail Wine Sales Specialist

Delivery Driver – Retail Operations Associate

Logistics Director