Ecommerce Support Specialist

**Ecommerce Support Specialist**:
**WineDirect **is the leading provider of Direct-to-Consumer solutions for wineries. As the wine industry has increased focus on DTC sales over the past few years, we've been leading the charge with our all-in-one solution. With e-commerce, wine club management, point-of-sale, and order fulfillment - we have everything our clients' need to develop and grow successful DTC programs. We facilitate more than 15 million orders representing over $2 billion in sales for our 2,000+ winery clients annually. We are a dynamic and growing company that is driving towards even higher growth with one clear goal, that determines our focus each and every day - to be The Winery's Champion. We do that through a strong culture of innovation and an unwavering focus on delivering the best to our clients.

We are seeking an energetic and highly motivated individual to fill a key position on our **Client Success **team. As an **Ecommerce Support Specialist** at our **Vancouver, BC office.**

Our Ecommerce Client Success Specialist role can be summed up in two words: Client Success. You're ecstatic about helping each of our clients reach the goals of their winery by assisting them with the use of our DTC software. You aim to exceed client expectations and you stop at nothing to make our clients happy

**What you'll be doing**:

- Take ownership of all client communications all the way to resolution and provide timely client updates along the way.
- Resolve tickets and document interactions using our Salesforce community engagement platform.
- Be an advocate for our clients, and work collaboratively with other departments within the organization to find solutions to problems and ensure the timely resolution of escalations.
- Be willing to learn new technical skills.
- Eager to advance in the role by taking on more complex problems and independently search for solutions.
- Promote our service to clients by offering help and assistance, as needed. Create new feature requests as they arise and keep clients updated with progress, as we continue to enhance our platform.
- Form long-lasting relationships with our clients, and work hard to ensure that our platform helps them meet and exceed their goals for success.
- Other duties as assigned.

**Who you are**:

- Experience with Hubspot, Intercom, Jira, Microsoft Office, HTML, CSS, JavaScript and SQL is desired.
- Previous experience in the wine industry, or relevant.
- Previous experience with the WineDirect platform is a plus.
- Tech Savvy: You are not afraid of technical challenges. You enjoy investigating technical issues and creating technical solutions.
- Awesome Communicator: Generalist skills in communication with an emphasis on writing and telecommunications.
- Rockstar Problem-Solver: Demonstrates critical thinking, initiative, creativity, and resourcefulness. You are proactive, not reactive and are driven to find lasting solutions.
- Service Driven Mindset: Helpful, courteous, caring, patient. Proven ability to exercise judgement, tact, diplomacy, and discretion.
- Autonomous: Strong ability to work independently and practice superb time management skills. Self-motivated and comfortable taking initiative.
- Attention to Detail: Keen attention to organization and detail. You notice and address the little things that make clients happy.
- Level-headed: Able to handle a very high volume of client communications and stay calm during high-stress situations.
- Team-Oriented: Strong understanding of Marketing, Communication, Sales, and Customer Success. Ability to develop strong relationships with teams.

**Why WineDirect**:

- You will have the ability to transform the wine industry by facilitating winery's ability to sell their products globally
- You'll get to work with and support a stellar group of people who work together to care for our clients and their customers
- You'll be empowered to make decisions, both to get the job done and to further your career
- We have a competitive compensation package including medical, dental and vision coverage as well as Life, Long Term Disability and AD&D at no cost to the employee and a 401(k) plan.

WineDirect is an Equal Opportunity Employer