Sr. Order Management Lead, eero

As a Sr. Order Management Lead on the eero Order Management team, you will be responsible for executing and maintaining eero’s customer and partner order management processes. You will manage communication with eero’s ISP partners and help ensure orders, forecasts, returns, and invoicing processes are efficient and meet SLAs.

We are looking for someone who is passionate about supporting customers, both end users and B2B partners. This is a cross-functional role where you will work closely with several people across our Partner Success, Finance, Business Development, Logistic and Supply Chain teams to ensure that our partners’ orders are managed and fulfilled accurately and efficiently. The ideal candidate is someone who understands ordering, shipping, and billing processes across different channels and also understands the tools that make these processes work, both from an operational and a technical perspective. Strong communication and reporting skills, as well as an aptitude for learning automation of orders and billing are a must.

• Key job responsibilities
• Manage and track Order Management tasks for Latin and North American partners, B2B
• Partner with the International Expansion team to launch and manage international Order Management processes and tasks
• Communicate with B2B partners to acknowledge orders and field questions about all things billing, logistics, and returns
• Work with our Logistics and Supply Chain teams to ensure accurate and efficient order processing for ISP partners
• Monitor orders and plan shipment schedules with our Supply Chain and Partner Success teams
• Be a knowledge and task resource for the company for all things Order Management
• Build new and improve existing Order Management processes and tools
• Help write and maintain documentation for all of eero’s Order Management processes
• Ensure SLAs are met for all of our customers’ orders and troubleshoot systems issues
• Manage end-to-end new partner onboarding into our systems, partnering with Partner Success, Finance, and customers to ensure a seamless setup and enrollment experience

Basic Qualifications

• 5+ years of finance, business management and sales operations experience
• Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
• Experience defining, refining and implementing sales processes, procedures and policies or equivalent
• Experience in MS Office including Excel
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• Speak, write, and read fluently in English, and have the ability to take direction in English
• Working knowledge of AI tools, with the ability to leverage them to improve efficiency, automation, and process execution.
• Customer-facing experience, with the ability to build relationships, communicate effectively, and support external partners or customers.

Preferred Qualifications

• Experience in business-process design or equivalent
• Experience with sales CRM tools such as Salesforce or similar software
• Experienced with Net Suite, Shopify, Jira, or similar logistics, order management, and project management tools

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