Supervisor, Order Processing

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. 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: Supervises a team of specialists in the execution and support of Smartsheet’s 24X6 fulfillment support operations Manage day-to-day Order Management to Fulfillment processes worldwide providing 24x6 support Act as point of escalation and resolution for sales assisted order issues Work to maintain fulfillment operations target of 98%+ accuracy across all sales assisted subscription transactions Act as key contact for Sales, Deal Support, Deal Desk, Field Systems, Enterprise IT, for all queries and escalations Works with Enterprise IT and Field Systems to resolve Netsuite and Salesforce system issues      Ensures Fulfillment team members understand and adhere to key SOX controls through individual coaching and clear documentation Assists with reporting in order to measure performance to Operational Key Results Be a key contributor to driving system improvements to reduce dependencies on manual activities Other special projects as requested    You Have:   English proficiency  Experience with Salesforce and other ERP systems Sales Support and/or Order Management experience    Experience working collaboratively with internal and external stakeholders virtually. Experience with process improvement and continuous optimization Experience influencing and bringing team members and partners along to create and implement solutions Experience working in a deadline driven environment with priority on company standards for timeliness, completeness and accuracy. Experience working in a deadline driven environment while focusing on application of company policy 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. At Smartsheet, we build an inclusive environment that encourages and supports the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, to set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be creative—join us!  #BI-Remote #LI-Remote