Sr. Order Management Lead, Eero
4 days ago
Has multiple years working in an e-commerce or logistics environment focused on orders and billing
Job summary
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 B2B partners in the retail, Custom Installer, and ISP channels and help ensure orders, returns, and invoicing processes are efficient and meet SLAs.
Key job responsibilities
- Manage and track Order Management tasks for UK and EU customers, both B2C and B2B
- Work 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, shipments, and returns
- Work with our Logistics and Supply Chain teams to ensure accurate and efficient order processing for B2C and B2B customers
- Ensure that our automated and manual orders are processed accurately
- Approve and enter return authorizations from our partners across all channels
- 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
- Is a fantastic communicator — both written and verbal — and is comfortable collaborating with internal stakeholders, end customers, vendors, and B2B partners
- Has a track record of successful cross-functional operations, and an ability to collaborate closely with different teams to deliver highly integrated customer communications
- Has strong organizational and project management skills
- Is curious about, or has experience in building and managing automated workflows
- Is experienced with Excel and/or Google Sheets
- Is experienced with NetSuite, Shopify, Jira, or similar logistics, order management, and project management tools
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