Rack & Riddle Custom Wine Services, the #1 custom sparkling wine producer in the United States, is seeking to add a Custom Brands Client Support Specialist to our team.
The Custom Brands Client Support Specialist is a client-focused, detail-driven partner responsible for supporting custom brand programs from initial planning through production, order fulfillment, and ongoing account support. Reporting to the Director of Sales Operations & Client Support, this role serves as a key point of coordination among clients, the VP of Sales, the Custom Brands sales team, and internal departments.
Essential Duties and Responsibilities:
Client Service and Account Support
- Serve as day-to-day contact for assigned Custom Brands clients, providing timely, accurate, and professional communication throughout the life of each program.
- Manage client inquiries related to program status, production timing, orders, shipments, inventory, pricing, billing, and documentation; coordinate internal follow-up through resolution.
- Research and help resolve shortages, over-shipments, damaged or defective product, returns, credits, and other service issues, escalating complex matters to the Director as appropriate.
- Build trusted client relationships by anticipating needs, communicating risks early, and maintaining consistent follow-through on commitments.
Custom Brands Project Oversight
- Identify schedule, supply, compliance, inventory, or execution risks; recommend solutions and escalate issues early when client commitments may be affected.
- Facilitate project meetings as needed; document decisions, owners, dependencies, and deadlines, and follow up to ensure completion.
Sales and VP Support
- Provide dedicated operational and project support to the VP of Sales and Custom Brands sales team, allowing sales leadership to remain focused on client strategy, business development, and growth.
- Maintain accurate account, opportunity, and program information in CRM and related systems.
Order, Inventory, and Fulfillment Coordination
- Receive, review, and coordinate purchase orders for assigned accounts, verifying pricing, product descriptions, quantities, shipping instructions, and billing information for accuracy.
- Partner with Logistics team and external warehouses to monitor order status, inventory availability, allocations, delivery schedules, and fulfillment performance.
- Maintain clear documentation and proactively communicate changes, delays, or exceptions to internal and external stakeholders.
- Support forecasting and production-planning discussions by tracking open orders, inventory needs, launch timing, and relevant client demand information.
Reporting and Process Improvement
- Maintain dashboards, trackers, and reports that provide visibility into project milestones, order flow, inventory, delivery performance, open issues, and client service metrics.
- Recommend process improvements that increase accuracy, efficiency, accountability, and client satisfaction.
Requirements:
A successful candidates background will include:
- Minimum 4 years of experience in project management, customer service, sales operations, account coordination, or order management; wine or beverage industry experience strongly preferred.
- Minimum 2 years of experience working with or supporting Wholesale and/or Distributor accounts.
- Experience supporting custom, private-label, control-label, national retail, hospitality, or distributor programs is a plus.
- Demonstrated ability to manage multiple complex projects, priorities, and deadlines with exceptional organization and attention to detail.
- Strong customer-service orientation and proven ability to resolve issues with professionalism, urgency, and sound judgment.
- Excellent written and verbal communication skills, with confidence working across departments and with clients, distributors, and senior leaders.
- Proficiency with CRM and ERP/order-processing tools such as Salesforce and NetSuite, distributor platforms such as VIP/iDIG, and Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Teams.
- Ability to interpret sales, order, inventory, and project data and translate it into clear updates and actionable recommendations.
- Self-directed, collaborative, and comfortable working in an entrepreneurial environment where processes continue to evolve.
- Bachelor’s degree in business, marketing, project management, or a related field preferred, or an equivalent combination of education and relevant experience.
Established in 2007 in Northern California by wine industry veterans Rebecca Faust and Bruce Lundquist, Rack & Riddle was founded with the mission to craft superior sparkling wines. Through years of steadfast dedication and thoughtful expansion, Rack & Riddle has become the #1 custom sparkling wine producer in the United States with 3.5 million cases of capacity. An exceptional winemaking team dedicated to the mastery of sparkling wine supported by state-of-the-art technology, delivers turnkey grape-to-bottle, wine-to-bottle, and private label sparkling wine services with tank sizes ranging from 500 to 100,000 gallons. Our wineries, rooted in Sonoma County, specialize in Méthode Champenoise, Charmat, and in-line carbonation solutions producing the best of all things sparkling. The company’s cutting-edge Healdsburg facility also offers high capacity, fully automated still wine capabilities. The company prides itself on being an upstanding member of the communities in which it operates and is committed to operating fairly, ethically, and sustainably.
Rack & Riddle is a drug-free workplace and an Equal Opportunity Employer.
This position is subject to a background check in accordance with applicable laws. A conviction does not automatically bar individuals from employment.
This role's compensation is anticipated to fit within the stated range. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend on numerous job-related factors, including but not limited to candidate skills, knowledge, and education.
