Custom Brands Client Support Specialist

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.