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