Fulfillment Coordinator II

Smartsheet • San Jose, CA

6d • Remote

About The Position

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. The Fulfillment Coordinator ll is responsible for the timely and accurate review and processing of Smartsheet customer orders across our global organization. You will ensure the accuracy, quality, and completeness of customer orders and invoices, contributing to a seamless billing experience for our clients. 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 Fulfillment Coordinator ll will report to the Team Manager, Fulfillment Operations located in San Jose, Costa Rica, and will also have a dotted line reporting responsibility to the Manager of Worldwide Fulfillment Operations. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

Requirements

• 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.

Responsibilities

• 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.
• Be a subject matter expert regarding Fulfillment Operations processes and ensure related documentation is concise and up to date.
• Be able to work cross-functionally with other teams across the business to surface issues and quickly resolve escalations.
• 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.

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level