Sales Operations

Digital Matter•Atlanta, GA

About The Position

The Sales Operations role is responsible for supporting the efficient day-to-day operation of Digital Matter's North American business, with particular responsibility for the end-to-end administration and fulfilment of customer orders. The role coordinates the process from receipt of a customer order through to dispatch and delivery, including preparation of quotes and invoices, order processing, warehouse coordination, shipping documentation, inventory management and customer communication. The position also supports customer account administration and the operational coordination of warranty returns and RMAs, working closely with Sales, Technical Support, Finance and other Digital Matter teams to provide a responsive and reliable customer experience.

Requirements

3- 5 years previous experience in sales operations, customer operations, order administration, logistics or a similar role.
Experience managing customer orders from receipt through to delivery.
Exposure to inventory or warehouse processes.
Experience preparing quotes, invoices and customer documentation.
Experience using CRM, ERP, inventory or order management systems.
Experience within technology, hardware, IoT or a related environment advantageous.

Responsibilities

Act as a key operational contact for repeat and new customer orders.
Receive and process customer orders received by phone, email or other approved channels.
Generate customer quotes and invoices as required.
Process orders in accordance with approved Digital Matter pricing.
Coordinate the picking, packing and dispatch of customer orders.
Maintain accurate order records and update the Orders Pipeline.
Monitor orders through to delivery and proactively provide customers with delivery status updates.
Escalate order issues, delays or exceptions to the appropriate internal stakeholder.
Refer requests for discounts or non-standard commercial terms to the Head of Sales or relevant authorised leader.
Coordinate domestic and international customer deliveries as required.
Obtain and assess shipping quotes.
Prepare and maintain relevant shipping and dispatch documentation.
Liaise with freight and logistics providers to support timely delivery.
Monitor shipments and resolve routine freight or delivery issues.
Maintain accurate records of outgoing stock and customer deliveries.
Work with internal teams to continuously improve order turnaround and logistics processes.
Maintain appropriate inventory levels to support forecast and customer demand.
Monitor available stock and identify potential stock shortages.
Place replenishment purchase orders with the DMSA warehouse in accordance with agreed stock requirements.
Conduct regular stocktakes.
Reconcile physical stock against system records and investigate variances.
Maintain accurate inventory records.
Escalate potential stockouts or supply constraints early to relevant stakeholders.
Establish new customer accounts within relevant Digital Matter systems and platforms, including Device Manager, TG and CBS, in accordance with approved processes.
Ensure customer information and account records are complete and accurate.
Coordinate internal activities required to support effective customer onboarding.
Provide customers with appropriate operational information relating to ordering, delivery and account administration.
Coordinate with Technical Support where technical onboarding or product training is required.