DTC Operations Coordinator

Tasting Room Expo; Santa Rosa, Northern (CA, KY); Hybrid; USD 36,000 - 41,000; Full time

Benefits offered by this job

Health Benefits

401k with employer match

Generous time off

Volunteer time off

Learning & Development opportunities

Mental health support (Modern Health)

Job summary

Jackson Family Wines seeks an DTC Operations Coordinator to streamline processes, maintain system integrity, and support Sales and Operations teams. You will ensure accurate inventory, timely order processing, and effective cross-functional collaboration.

Key responsibilities include platform support, order review, P-Card management, and the creation of SOPs and training materials for the DTC tech stack. This role emphasizes accuracy, service standards, and efficiency.

Qualifications

• Minimum two years of experience in office administration or business operations.

Responsibilities

• Support key DTC platforms and tools (JDE, Salsify, Salesforce, eWinery, WineDirect).
• Monitor onsite inventory levels and coordinate weekly wine transfers.
• Manage P-Card charges, attach receipts, and follow up on missing docs.
• Submit billbacks for Estates with accurate documentation.
• Coordinate 2I process for removing wine from inventory.
• Review open orders with Sales to ensure timely fulfillment.
• Create and maintain product and SKU setup processes.
• Administer Help Desk ticket system and drive issue resolution.
• Prepare purchase orders with internal partners and external vendors.
• Collaborate across Finance, Compliance, Fulfillment, IT, and Marketing Technologies to improve workflows.
• Develop training materials and process docs for DTC platforms.

Skills

Organizational skills

Analytical skills

Problem-solving

Multitasking

Interpersonal communication

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-solving skills, with the ability to manage multiple priorities effectively.
• Ability to balance strategic thinking with hands-on execution, supporting project initiatives while managing day-to-day 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.