Direct Sales Representative (Telesales)

SUMMARY

As part of the Wine Club team, the Direct Sales Representative is responsible for driving sales and member retention by delivering exceptional, personalized customer experience. This role engages regularly with customers and Wine Club members through inbound and outbound phone and email communication and occasionally supports in-person interactions during member visits, tastings, and events. Working closely with the Hospitality team, the Direct Sales Representative ensures proactive, timely communication and seamless execution of key initiatives and business objectives. This position serves as a brand ambassador for Gloria Ferrer, representing our wines, values, and guest experience with professionalism and enthusiasm.

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES

• Deliver a standout, detail-driven customer experience across every touchpoint (phone, email, CRM), representing the brand with warmth, professionalism, and urgency.
• Own direct-to-consumer sales performance by consistently working toward annual revenue goals and Wine Club acquisition/retention targets through proactive outbound and inbound communication.
• Use advice-giving selling to match customers with the right wines and experiences; confidently recommend upgrades, add-ons, and alternatives to increase average order value and satisfaction.
• Build and maintain long-term relationships with members and repeat customers through planned outreach, thoughtful follow-up, and personalized recommendations based on preferences and purchase history.
• Respond to customer requests quickly and accurately, taking full ownership of issues through resolution (order questions, allocations, substitutions, billing, club updates, returns, etc.).
• Support sales campaign planning and execution, including list/audience segmentation, offer strategy support, tracking response, and implementing outreach sequences to drive results.
• Maintain exceptional CRM updates: accurately document interactions, update contact/shipping/billing details, and proactively correct gaps to reduce delivery failures, payment issues, and member dissatisfaction.
• Review, audit, and process orders with attention to detail, ensuring compliance with internal policies, shipping requirements, and all accepted procedures.
• Coordinate with shipping partners and internal teams to ensure on-time delivery; troubleshoot and resolve delivery exceptions, reroutes, replacements, and claims with clear communication and follow-through.
• Contribute to the ideation, planning, and execution of members and customer experiences (events, pickup parties, exclusive offers) that deepen loyalty and drive incremental sales.
• Partner closely with Hospitality teams to support membership growth, ensure seamless guest-to-member handoffs, and reinforce consistent messaging across channels.
• Support Reservations during peak periods by assisting guests with booking experiences and providing clear, accurate information that supports conversion and upsell opportunities.
• Stay organized and accountable by managing outreach lists, call/email cadence, follow-ups, and task priorities to ensure commitments are met and opportunities are not missed.
• Perform other administrative or operational duties as assigned to support the broader Direct Sales and Hospitality objectives.

Other Responsibilities

• Support and model Gloria Ferrer culture and standards in all interactions, including ethical conduct and compliance with company policies and applicable laws.
• Must be available to work weekends and occasional evenings, as scheduled.
• May be asked to attend off-site tastings and special events from time to time to support customer engagement and relationship-building.

QUALIFICATIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Must be a team player and able to prioritize safety, sustainability, and quality.

EDUCATION and/or EXPERIENCE

• Minimum 2 years of experience in hospitality and/or the wine industry preferred; comparable customer-facing or sales experience welcomed.
• Proven success in telesales preferred; strong sales, inside sales, or customer service background required.
• Proactive, collaborative, and flexible team player with strong attention to detail and follow-through.
• Comfortable and confident on the phone, handling both inbound and outbound calls with professionalism and energy.
• Technically proficient with Microsoft Office (Word, Excel), CRM/database systems, and internet-based tools; experience with WineDirect Fulfillment and Commerce7 is a plus.
• Strong communication skills, verbal and written, with the ability to present information clearly to both internal teams and customers.
• Service-minded and accountable, with a commitment to high standards and exceptional customer experience.
• Adaptable and able to manage shifting priorities in a fast-paced environment while staying organized and solution-oriented.
• Positive attitude, good judgment, and a sense of humor that supports a healthy team culture.
• Genuine interest in wine and a desire to continually learn and deepen product knowledge.
• Must have Responsible Beverage Service (RBS) or complete within compliance timelines.
• Must have a valid driver’s license or be able to travel in a timely manner.
• Must be at least 21 years of age.

PHYSICAL DEMANDS

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job.

While performing the duties of this position, the employee is regularly required to sit or stand for extended periods, walk, talk, and hear. The role also involves frequent use of hands to operate computers and provide food and beverage service.

• Primarily a desk-based role; however, this position also supports on-site and off-site events and may assist with packing/handling wine shipments.
• Must be able to move throughout the property, including walking up and down stairs and carrying cases of wine.
• Must be able to lift and carry up to 48 pounds.
• Must have sufficient vision to safely operate a vehicle when required, recognize individuals, and work on a computer for extended periods.
• Must be able to work extended hours when business needs require.
• Must be able to perform repetitive hand and wrist motions (keyboard/phone use) and tolerate prolonged periods of sitting, standing, walking, bending, and reaching.

GENEROUS BENEFITS OFFERED

• Comprehensive health insurance options (medical, dental and vision)
• Flexible Savings Account and Health Saving Account, with contribution.
• Life Insurance, Short-Term and Long-Term Disability Insurance
• 401K and Roth 401K plans, with matching contributions
• Paid Time Off (Holidays, Vacation and Sick)
• Paid Maternity and Paternity Leave
• Employee Assistance Program
• On-Site Winery Benefits
• Educational Assistance
• Recognition Programs

COMPENSATION

• $23 - $27 per hour plus monthly incentive. Final determination will be dependent on candidates overall skills and qualifications.

Equal Employment Opportunity Employer