The Senior Fulfillment Operations Specialist is responsible for the timely and accurate review and processing of Smartsheet customer orders and across our global organization.
You will ensure the accuracy, quality, and completeness of customer orders and invoices.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work.
Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results.
The Senior Fulfillment Operations Specialist will report to the Supervisor of Billing and Invoicing Operations located in San Jose, Costa Rica, and will also have a dotted line reporting responsibility to the Manager of Worldwide Fulfillment Operations.
**You will**:
- Process customer sales orders to include new product orders, upgrade orders, renewal orders, and statement of work (SOW) services orders.
- Perform timely & accurate activation of Feature Trial Requests & Promotional accounts
- Achieve 98%+ accuracy for all processed transactions.
- Work closely with Deal Operations & Deal Desk teams to provide support for high-value, complex orders.
- Drive process improvement in Fulfillment Operations, owns processes using gathered knowledge and experience.
- Be a key source of knowledge for team members as questions arise on a daily basis.
- Serve as first point-of-contact in complex questions and escalations for the Business.
- Work closely with Deal Operations & Deal Desk teams to provide support for high-value, complex orders.
- Provide support in month end closing tasks, and must be able to work occasional weekend shifts during month end, and quarter end periods.
- Responsible for achieving targeted service level agreements and First Pass Yield objectives in relation to Fulfillment Operations metrics.
**You have**:
- English proficiency is required and resume must be submitted in English
- University degree in accounting, finance, related degree, or equivalent experience.
- 3+ years of combined experience in Fulfillment Operations, and Sales Support/Sales Operations.
- Proven Experience in Order Management.
- Experience with Service Ticket/Case systems.
- Experience with large enterprise resource planning (ERP) systems (i.e.
NetSuite, SAP, Oracle.
etc.
); experience with a customer relationship management (CRM) tool (i.e.
Salesforce, MSFT Dynamics) preferred.
- Advanced Google or Microsoft Office skills preferred.
**Perks & Benefits**:
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role specific)
**Equal Opportunity Employer**:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees.
We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Germany and Costa Rica.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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