Company: Diamond Estates Wines & Spirits
Job Title: Customer Service Representative
Job Location: Niagara-on-the-Lake, 100% in office
Reports to: Customer Service Manager
Salary Range: $38,000 - $43,000
Diamond Estates Wines & Spirits is seeking a full-time Customer Service Representative to join our team in Niagara-on-the-Lake. This position is based in our office and requires a five-day work week. To support operational needs, the successful candidate must be available to work a minimum of two weekends per month.
The Customer Service Representative for Diamond Estates Wines & Spirits is a vital role in the Customer Service team, specialist roles will include VQA, Consignment, DTC/Wine Club. The Representative is responsible for delivering exceptional customer service and facilitating the internal sales function by receiving and processing all orders for wine products from multiple channels. This role requires strong attention to detail to ensure accurate data entry and invoicing, while also coordinating logistics for wine deliveries through internal delivery routes and contracted couriers. The Representative must maintain strong communication with sales representatives, customers, DTC/Wine Club Manager, and warehouse staff to ensure smooth day-to-day operations.
Summary of Responsibilities
Overall Accountability:
Optimize sales to customers across all channels in ON and BC.
Ability to problem solve and use critical thinking to resolve issues, ensuring customer satisfaction while following internal policies and procedures.
Collaborate with sales, accounts receivable, warehouse & delivery, and production teams to process orders and schedule deliveries efficiently and accurately.
Provide exceptional customer service.
Specific Accountabilities – Order Entry & Sales
Receive and respond to orders and inquiries via email, online or phone from customers and sales reps.
Log orders into the order tracker and/or ensure online orders are processed.
Monitor websites and ensure items and pricing are up to date.
Invoice DTC/Wine Club and OP orders in the internal inventory system, ensuring pricing, product, and customer information is correct.
Send invoices to sales reps and customers.
Set up new customers in SAGE and input payment information.
Maintain backorder list and report products on backorder to customers.
Remain mindful of product inventory and report any shortages or concerns to the appropriate staff.
Maintain strong communication with sales reps, internal and external customers, providing updates and addressing inquiries.
Administrative updates to internal systems, including creation and maintenance of all AR/Wine Club customer information, profiles for external and internal customers, and execution of weekly and monthly payment processing cycles.
Specific Accountabilities – Logistics & Administration
Book waybills with couriers for order shipments. Resolve tracking issues for customers.
Complete monthly GL coding for couriers and track report spend by channel.
Communicate with warehouse staff to ensure the smooth flow of daily order processing and special requests.
Create daily delivery schedules for delivery drivers and couriers.
Follow up on delivery delays and discrepancies with all parties involved for timely resolution.
Specific Accountabilities – DTC & Wine Club
Respond to inbound customer phone calls and emails, providing timely, professional, and high-quality customer service
Work with customers and warehouse to determine appropriate shipping plans, taking into consideration customer preferences and weather conditions (heat/cold)
Assist customers with order tracking, delivery re-routing, and rescheduling as required
Maintain and update the consumer database, including new customer entry, updates, and database clean-up
Process new Wine Club enrollments
Support the execution of our Wine Club shipments
Develop and maintain strong knowledge of the winery’s product line and brands to effectively inform customers
Promote and sell wines and Wine Club memberships to customers
Requirements
Completion of post-secondary education is an asset.
Extensive skills with Microsoft Office, specifically Outlook & Excel.
Customer service experience required.
Sales entry and/or logistics experience is preferred.
High attention to detail, ability to work within tight deadlines and fast-paced processes.
Ability to work a minimum of 2 weekends per month.
We thank all candidates for applying, however only those selected for an interview will be contacted.
Diamond Estates and its divisions are an equal opportunity employer. We welcome and encourage applications from people with differing abilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.
JOB VACANCY STATUS
This role is currently vacant, and the organization is accepting applications with the intention to hire as soon as possible.
USE OF ARTIFICIAL INTELLIGENCE – RECRUITERS & HIRING MANAGERS
At Diamond Estates Wines & Spirits, our recruitment and selection processes are led by people. While we may use artificial intelligence (AI) or automated tools for limited, administrative, or efficiency supporting purposes (such as drafting communications, summarizing interview notes, or transcribing reference information) these tools do not replace human judgment.
All applications and candidate information are reviewed by qualified recruitment professionals, and hiring decisions are made by individuals based on relevant skills, experience, and role requirements. If a recruitment process involves a higher level of AI-enabled tools during assessments or interviews, shortlisted candidates will be informed in advance.
Diamond Estates is committed to using technology responsibly and in a manner that supports fairness, transparency, and respect, consistent with applicable Canadian and Ontario employment and human rights legislation.
USE OF ARTIFICIAL INTELLIGENCE – CANDIDATES
Candidates may choose to use artificial intelligence (AI) tools as part of their job search, such as for writing assistance or research. This use is acceptable provided that all information submitted during the recruitment process (including resumes, application responses, and interview discussions) is accurate and reflects the candidate’s own experience, qualifications, and abilities.
AI tools must not be used to misrepresent, fabricate, or materially exaggerate credentials or competencies. Our recruitment process is designed to understand each candidate’s authentic skills, experience, and potential, enabling informed and fair hiring decisions.
