Inside Sales Team Lead

Sena Technologies Inc•Irving, TX

18d

About The Position

The Inside Sales Team Lead owns end-to-end sales order operations, ensuring accurate, timely, and compliant order processing from receipt through fulfillment. This role leads the order operations team, standardizes and improves order management workflows, and serves as the operational backbone supporting the sales organization. The position oversees NetSuite ERP order processes, SOP governance, and cross-functional coordination with warehouse, finance, and customer service to ensure seamless order-to-cash execution.

Requirements

Minimum 3 years of experience in sales order operations, order management, or related operational role, with 1+ year of team lead or mentoring experience
Proven track record of meeting performance metrics and objectives (e.g., order accuracy, processing SLA, issue resolution turnaround)
Experience with NetSuite or similar CRM/ERP systems
Strong understanding of order-to-cash processes, including order entry, payment processing, fulfillment coordination, and invoicing
Strong written and verbal communication skills, with the ability to professionally manage customer-facing issue resolution
Detail-oriented with strong organizational and multitasking abilities
Ability to interpret order and operational data to identify trends and improvement opportunities
Ability to work independently in a fast-paced, deadline-driven environment
Proficient in Microsoft Office (Excel — pivot tables, lookups, formulas and data consolidation from multiple sources; Outlook; Word)
Bachelor’s degree in business or equivalent experience (4+ years)
Strong problem-solving skills and adaptability

Nice To Haves

Degree in Business Administration, Operations Management, or related field
Experience authoring or maintaining SOPs and process documentation
Experience using AI tools or automation platforms to streamline repetitive operational tasks
Experience in the Powersports industry or similar B2B dealer/distributor-based business (e.g., automotive parts, outdoor/action sports, powered equipment)

Responsibilities

Process purchase orders and manage sales orders through NetSuite ERP
Manage order backlog and open purchase orders
Verify customer order details including shipping, contact, and payment information
Support order processing and credit card transactions per SOP, and resolve escalated payment issues (failed payments, refunds, chargebacks)
Communicate with customers to resolve inquiries and collect missing information, including shipping and delivery issues in coordination with the warehouse and logistics team
Maintain customer and account master data in NetSuite — including new retailer and distributor onboarding, contacts, shipping addresses, payment terms, and account details — and process update requests from the sales team
Manage price lists and “Where-to-Buy” dealer listings on the website — Ensuring accurate pricing is posted in NetSuite ERP
Ensure warehouse and shipping information is up to date
Prepare weekly, monthly, and quarterly sales reports covering category, channel, product, and period-over-period sales data for cross-functional visibility
Review and approve order exceptions, holds, and non-standard terms within authority limits
Monitor and manage order operations metrics and KPIs (order volume, backlog, cycle time, error rates, SLA adherence) to ensure process health and surface issues early
Collaborate cross-functionally with Sales, Marketing, Accounting, Warehouse, and IT teams to ensure accurate order execution, invoicing, fulfillment, and system operations
Own and improve SOPs related to reporting, invoicing, and operational efficiency
Lead, coach, and develop the inside sales team; allocate workload and conduct QA reviews while contributing directly to daily order operations
Perform additional duties as assigned