Job Description

Customer Service Associate

Port Chester, NY (Hybrid)

Zachys Wine International

About Zachys

Zachys is a fourth-generation family-owned business with a rich history dating back almost eight decades. Founded by Zachy Zacharia in 1944, Zachys has evolved from a corner liquor store into a renowned destination for fine wine and spirits and an internationally recognized auction powerhouse.

Our mission is to offer unique experiences and access opportunities to our clients. We offer a comprehensive suite of services encompassing Retail, Storage, and Auction, expertly guiding clients through an extraordinary journey from discovery to curation, and even to consignment. Zachys is headquartered in Port Chester, NY , with an international office in Hong Kong.

Our commitment to our employees is to offer an engaging, dynamic, rewarding workplace where we promote what we value: Teamwork, Respect, Knowledge, Service Excellence, Innovation, Community and Accountability.

The Job

The Customer Service Associate is responsible for providing superior customer sales, service and relationship support to all Zachys clients, addressing their inquiries and resolving any issues utilizing process, business systems and product knowledge, coordinating with internal and external resources to ensure client delight with a positive, friendly demeanor and in a professional manner.

Responsibilities

• Respond promptly to customer inquiries through various communication channels (phone, email, chat, or in-person) with professionalism and courtesy
• Support the CS Call center queues to ensure client satisfaction by ensuring availability in the queue during hours worked.
• Provide clear and accurate information to customers regarding products, services, orders, and policies
• Handle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goals.
• Escalate complex issues to the appropriate departments for further investigation and resolution based on escalation policy
• Proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood
• Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions
• Organize high volume of outgoing property shipments across various carriers and methods
• Liaise with Wine Specialists to coordinate clients’ requests as applicable
• Liaise with inventory and shipping departments to coordinate clients’ logistical requests
• Assist with auction pre-registration and bid department functions as necessary
• Attend auctions and service auction registration desk as necessary

Requirements

The successful person in this position must be able to work independently, and efficiently within a reasonable timeframe. Strong communication skills, both oral and written, are essential; you must be team player with positive and dynamic personality.

• At least 2 years of customer service experience is required handling storage client expectations
• Retail and/or restaurant experienced applicants are encouraged to apply
• Must be proficient with Microsoft Office, especially Excel and Outlook.
• Basic accounting and inventory/CRM systems knowledge a plus
• NetSuite experience welcome but not required

Hours

• Days: Monday-Saturday, one day remote, one day off during the week
• Hours: 9:00am-6:00pm
• Weekend flexibility required for auction support

Zachys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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