Customer Service & Direct Marketing Coordinator

Customer Service & Direct Marketing Coordinator Reporting to the General Manager, the Customer Service & Direct Marketing Coordinator plays a key role in delivering a seamless, thoughtful experience for Trione Winery guests and members. This position supports day-to-day customer communication, wine club operations, and digital marketing execution—helping to strengthen relationships, support retention, and drive direct-to-consumer engagement. This role is ideal for someone who is highly organized, detail-oriented, and hospitality-driven, with a proactive, solution-focused mindset and a genuine enthusiasm for connecting with people. This is a regular, full-time, non-exempt position. The schedule is primarily weekdays, with flexibility to support occasional weekends, events, and holidays as needed. WHAT SUCCESS LOOKS LIKE Consistent, timely, and thoughtful communication with guests and members Strong wine club support with high attention to detail and member satisfaction Accurate and efficient order processing and issue resolution Well-executed marketing campaigns that support engagement and sales A positive, solution-oriented presence that contributes to team success KEY RESPONSIBILITIES Member & Guest Relations (50%) Deliver exceptional guest and member experiences through responsive, professional, and personalized communication Serve as the primary point of contact for inbound calls and emails, including general inquiries, order support, club membership needs, and visitation details Support wine club operations including member updates, order customization, shipment coordination, and issue resolution Proactively address and resolve customer concerns with care and efficiency to ensure satisfaction and retention Maintain accurate and detailed CRM records to support personalized service and long-term relationship building Communicate clearly and proactively regarding club shipments, including billing, timelines, and special instructions Anticipate member needs and offer thoughtful solutions to enhance the overall experience Shipping & Logistics (30%) Coordinate order workflow from entry through delivery, ensuring accuracy and timeliness Communicate with fulfillment partners and internal teams to support smooth and efficient shipping operations Prepare and manage shipping documentation, timelines, and special instructions Resolve order issues including returns, reships, damages, and inventory discrepancies Support inventory awareness and order accuracy across direct-to-consumer channels Digital Marketing Support (20%) Execute email marketing campaigns in alignment with the promotional calendar Collaborate with the team to support content planning and messaging across marketing channels Assist with website updates, blog content, and digital communications Create and support basic marketing materials and in-house promotional signage Contribute to maintaining a consistent, on-brand voice across all guest-facing communications QUALIFICATIONS 3+ years of experience in customer service, hospitality, or related field Wine industry experience preferred but not required Strong interpersonal and written communication skills Highly organized with strong attention to detail and follow-through Ability to manage multiple priorities with a calm, solution-oriented approach Comfortable working both independently and collaboratively Working knowledge of CRM/POS systems and Microsoft Office Suite Positive attitude with a willingness to learn and grow PHYSICAL REQUIREMENTS Ability to stand, sit, and move for extended periods of time Ability to lift and move up to 50 pounds Ability to follow written and verbal instructions Must be at least 21 years of age What we offer: Competitive Pay; Campaign-based Sales Incentives; Wine Club Sign-Up Commission; employer paid medical benefits; PTO & Sick, Quarterly Wine Allotment & Employee Discount Create a Job Alert Receive an email alert when similar new jobs are posted. It\'s free, fast and easy. #J-18808-Ljbffr