DTC Operations Coordinator

Jackson Family Wines; Santa Rosa (CA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Health benefits

401k with employer match

Generous time off

Paid volunteer time

Learning & Development

Mental health support

Wine discounts

Job summary

Jackson Family Wines is seeking a DTC Operations Coordinator to streamline processes and maintain system integrity across Operations and Sales teams in support of Direct-to-Consumer activities. The role emphasizes accuracy, efficiency, and exceptional service standards throughout the department.

Responsibilities include managing DTC platforms, inventory movements, and billbacks, while coordinating with Estate teams and internal partners to ensure timely processing and optimal workflows.

Qualifications

• Minimum two years of experience in office administration or business operations.
• Strong organizational, analytical, and problem-solving skills.
• Excellent interpersonal and communication abilities for cross-functional work.

Responsibilities

• Provide systems support for DTC platforms (JDE, Salsify, Salesforce, eWinery).
• Monitor inventory and coordinate weekly wine transfers with Estate teams.
• Manage P-Card charges and attach receipts, follow up on missing docs.
• Submit billbacks and handle 2I internal wine management processes.
• Review open orders and coordinate with Sales for timely fulfillment.
• Create and maintain product/SKU setups with internal teams.
• Administer Help Desk tickets and drive issue resolution.

Skills

Organizational skills

Analytical thinking

Problem-solving

Interpersonal communication

Tools

JDE

Salesforce

Salsify

Job description

POSITION SUMMARY:

The DTC Operations Coordinator plays a critical role in supporting the operational and financial success of the Direct-to-Consumer (DTC) business. This position focuses on streamlining processes, maintaining system integrity, and ensuring smooth collaboration across Operations and Sales teams. Reporting to the Director, DTC Operations, the Coordinator serves as a key partner in driving efficiency, accuracy, and exceptional service standards throughout the department.

ESSENTIAL FUNCTIONS/DUTIES:

• Systems Support: Serve as a support resource for key DTC platforms and tools, including JDE, Salsify, Salesforce, eWinery, payment processors, the WineDirect portal, and compliance platforms.
• Estate Inventory Management: Monitor onsite inventory levels and system accuracy to ensure each Estate has the wine needed to support daily operations. Schedule weekly wine transfers and coordinate with Estate teams to maintain timely, accurate inventory movement.
• P-Card Management: Allocate charges to the appropriate accounts, attach required receipts to each transaction, and follow up on missing receipts by ensuring affidavits are completed when needed.
• Trade and Internal Reservation Billbacks: Manage and submit billbacks for assigned Estates, ensuring accurate documentation and timely processing.
• 2I Internal Wine Management: Coordinate with Estate teams to complete the 2I process for removing wine from inventory, including wine used for pours, spoils, trade comps, or internal use.
• Open Order Review: Monitor orders pending delivery or fulfillment and coordinate with the Sales team to ensure timely processing and resolution.
• Product and SKU Setup: Create and maintain product and SKU setup processes, partnering with internal teams to ensure accurate and timely completion.
• Help Desk Administration: Administer the department’s Help Desk ticket system, supporting issue intake, tracking, follow-up, and resolution.
• Issue Resolution: Troubleshoot day-to-day system and sales order issues, following established problem-solving and escalation protocols to drive timely resolution.
• Purchase Order Administration: Create and administer purchase orders in coordination with internal partners and external vendors.
• Cross-Functional Collaboration: Facilitate clear communication and collaboration across Finance, Compliance, Fulfillment, Marketing Technologies, IT, and other business partners as needed.
• Training and Documentation: Develop visual training materials, process documentation, and reference resources for DTC platforms and core operating systems.
• Process Improvement: Partner with DTC management to improve operational efficiency, refine procedures, and optimize workflows related to systems, supplies, and communications.

JOB REQUIREMENTS:

Essential Skills, Experience, and Education

• Minimum two years of experience in office administration or business operations preferred.
• Strong organizational, analytical, and problem-\u2019solving skills, with the ability to manage multiple priorities effectively.
• Ability to balance strategic thinking with hands-\u2019on execution, supporting project initiatives while managing day-\u2019to-\u2019day operational needs.
• Excellent interpersonal and communication skills; able to work effectively and diplomatically with individuals at all levels of the organization.
• High proficiency in Microsoft Word, Excel, and PowerPoint, with the ability and willingness to learn new software and technical platforms.

WAGE TRANSPARENCY:

The base pay for this role ranges from $26.00 - $30.00 per hour. Compensation will be determined by candidate experience, skills, and location.

BENEFITS:

• Health Benefits - Medical, Dental, Vision, Disability & Life insurance
• 401k with employer match
• Generous time off including vacation, holidays, and paid health time
• Paid volunteer time
• Learning & Development opportunities
• Modern Health virtual mental health & coaching visits
• Wine discounts!

Jackson Family Wines is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are based on merit and business needs.