K&L Wine Merchants

Customer Support

• Deliver exceptional customer service and knowledgeable product recommendations via phone, email, and chat (40–60 inbound calls/day)
• Accurately process a variety of customer transactions including sales, pre-arrival orders, wine club sign-ups, shipping and delivery requests
• Resolve customer issues related to order fulfillment, shipping, payments, and product availability
• Manage customer service channels, including shared email inboxes, web-based help desk, and live chat
• Develop and maintain expertise in domestic and international shipping logistics, including regulations, tax, weather delays, and insurance
• Contribute product reviews, blog posts, and newsletter content
• Participate in weekly educational tastings and occasional offsite events

Customer Service Associate

Marketing

• Develop and maintain an up-to-date knowledge of the retail wine and spirits marketplace (e.g. pricing, vintages, regions, producers, and important voices in the industry.)
• Regularly update product pages on the company website with updated information, including the latest reviews and information from industry publications where appropriate.
• Edit copy for the website, blog, email marketing efforts, and newsletters.
• Regularly proofread existing copy to ensure it is factually accurate, up to date, and fits within existing parameters; revises text as needed to improve clarity and readability.
• When needed, create marketable product descriptions of current and past releases of wines and spirits from all relevant regions.
• Routinely meets or exceeds deadlines and editing targets as assigned by the Marketing Manager.
• When assisting with copywriting, produce accurate, high quality, error-free copy.

Customer Service Associate

Marketing Editor – Wine