Customer Care and Delivery Coordinator

Founded in 1726, the storybook Château de Pommard is home to Clos Marey-Monge, a geological marvel with distinct clay and limestone-rich soils creating some of the world’s most outstanding wines. Guests visiting from around the world are guided by Wine and Spirit Education Trust (WSET) professionals, taste the purest expressions of Pinot Noir and Chardonnay from villages along Burgundy’s Route des Grands Crus, and can learn at École V the chateau’s professional wine school with weekly classes in Pommard.

Reporting to our Customer Care and Delivery Manager, you will be responsible for our wine deliveries worldwide according to customer requirements and managing the processes and systems we need to handle all our customer requests, feedback, and problems to achieve the highest service for all our customers.

Responsibilities

• Manage and follow all the shipments according to customer requirements to ensure the highest level of satisfaction.
• Prepare the documentation for goods movement in compliance with international regulations.
• Monitor wine stocks, dry stocks, and inventories.
• Communicate and negotiate with our suppliers and carriers to ensure complete coverage and maximum efficiency.
• Keep up to date with the latest European and international customs legislation to ensure optimal compliance.
• Adhere to our internal Customer Care procedures and ensure that they are updated.
• Ensure order monitoring for our customers worldwide (delivery follow-up, change of address, etc.).
• Deal with claims and disputes relating to orders.
• Support customers with their requests.
• Identify service malfunctions and work with the Customer Care and Delivery Manager to implement corrective actions.
• Act as the interface between logistics, sales, marketing, and technology departments.
• Elaborate monthly and annual reporting to the Customer Care and Delivery Manager.
• Participate in the continuous improvement of the service.
• Above all, act as an ambassador for our company and guarantee excellent customer satisfaction.

Qualifications

• Bachelors and/or Masters degree in Logistics, Business or Order Management
• 3+ years of demonstrated Logistics/Supply Chain Coordinator/Customer service experience within an international context
• Experience in CRM software such as Salesforce and comfortable with IT tools in general
• Organization, rigor, eye for detail, and problem-solving skills
• Excellent interpersonal skills and team spirit
• Strong sense of Customer satisfaction
• Fluent in spoken and written English; French is key
• Able to step back and to be proactive to optimize and improve logistics processes