Smartsheet is looking for a Fulfillment Operations Supervisor.
Our team is responsible for overseeing day to day operations of Smartsheet's processing order downgrades, upgrades and activations.
You will supervise the Fulfillment Operations team with the goal of providing timely processing and fulfillment of all Smartsheet sales assisted subscription products, providing 24X6 fulfillment support.
You will partner with the Smartsheet Sales, Customer Success, Deal Support, Deal Desk, Revenue Accounting, Field Systems, and Enterprise IT, to drive a seamless cross functional customer order processing experience.
You will also provide management escalation and resolution of all customer fulfillment issues.
Your resume must be submitted in English for consideration.
This position is located in Costa Rica and reports to the Fulfillment Operations Supervisor based in the US.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work.
Today, we deliver a leading 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 business outcomes.
**You Will**:
- Check accuracy of all customer information at time of order to ensure a trouble-free customer billing and payment experience
- Review non-standard contracts which contain special terms, custom invoicing, and handbill instructions to ensure invoice accuracy and alignment with our customer's expectations
- Process customer vendor forms in alignment with Accounts Payable and Procurement requirements
- Collect customer tax exemption information at point of sale, and post sale when needed
- Submit customer invoices into customer payment portals, and maintain that data
- Update customer primary information in the Smartsheet Netsuite and Salesforce systems
- Perform other duties as needed
**You Have**:
- English proficiency
- Bachelor's degree or equivalent work experience
- 4+ years of relevant work experience in a leadership role
- Experience with Salesforce/CPQ/Service Cloud System
- Experience with Opscon licensing system
- Experience with procure-to-pay portal software (i.e.
Ariba, Coupa, etc.)
- Customer Service and Sales Support experience - you'll be working with global customers and business partners
- Ability to work a set schedule is required
**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, 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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