Export Customer Service Associate

The Duckhorn Portfolio is North America’s premier luxury wine company. We were established in 1976 by Dan and Margaret Duckhorn. Today, our portfolio features some of North America’s most revered wineries, including Decoy, Paraduxx, Goldeneye, Migration, Canvasback, Calera, Kosta Browne, Sonoma-Cutrer, Greenwing and Postmark.

The Export Customer Service Associate is responsible for ensuring the satisfaction of our export market customers by providing exceptional service, managing orders, and addressing inquiries, completing documentation and labelling requirements. This position requires excellent communication skills, strong attention to detail, and a commitment to delivering world-class customer experience.

What we will ask you to do:

• Provide outstanding customer service to wholesale clients, including taking orders, answering inquiries, and resolving any issues promptly and professionally.
• Process and manage Export Sales orders. Sample orders from placement to delivery, ensuring accuracy, timely shipment, and adherence to company policies and procedures.
• Communicate with customers via phone, email, and other communication channels to address their needs, providing order status, product information, etc.
• Collaborate with the Export Sales Team to meet shipment targets, routinely following up with carrier/freight forwarders to ensure shipments are scheduled.
• Work closely with other departments, such as accounting, 3PL shipping, supply chain operations and logistics, to ensure smooth order fulfilment.
• Support sales team by providing information, pricing, and availability of products, as well as assisting in order processing.
• Collaborate with Regulatory Compliance and Quality teams to ensure documentation and labeling mandatories are aligned with market requirements.
• Communicate export labeling requirements to the warehouse and ensure all paperwork, labels, and files are accurate and compliant. Manage the expectations of order lead times with both Sales and warehouse. Prioritize work orders in collaboration with the warehouse staff.

What you will need:

• High School Diploma or equivalent; some college or relevant certifications a plus.
• At least 3 years of experience in customer service and export, preferably in the wine or beverage industry.
• Strong interpersonal and communication skills, both written and verbal.
• Exceptional attention to detail and the ability to multitask efficiently.
• Basic understanding of wine and a passion for learning about wine varietals and regions.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and customer-centric mindset.
• A commitment to upholding ethical business practices and compliance with relevant laws and regulations.

What we will provide:

• Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance.
• Paid time off and 11 paid holidays.
• A 401(k) plan where we invest an amount equal to 10% of your wages in your retirement account, at no cost to you, subject to management discretion and vesting.
• A diverse team of coworkers that care about each other in a fun, exciting work environment.
• A company that promotes from within, provides great training and a generous tuition reimbursement program.