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.

COMPENSATION

• $22 - $26 per hour plus monthly incentive. Final determination will be dependent on candidates overall skills and qualifications.

For a detailed version of this role such as Qualifications and Benefits we offer, please visit the Gloria Ferrer Winery website and go to Careers.

We look forward to hearing from you!

Equal Employment Opportunity Employer