Sr. Sales Operations Manager

San Mateo, CA /
Operations /
Full-time
The Sr. Sales Operations Manager is a key player at Tile. This person will manage all aspects of order management for our customers, including retail, corporate and eCommerce.  Sr. Sales Operations Manager will manage order submissions and fulfillment operations, as well as, work closely with cross-functional stakeholders in sales, finance, marketing and customer care in integrating new retail partners, optimizing processes and problem solving. This person is very organized and thrives in a fast-paced environment.

Responsibilities

    • Partner with sales team on pipeline planning
    • CPFR planning with major retailers
    • Oversee offshore back office agents on purchase orders processing
    • Manage and lead offshore back office agents performance
    • Responsible for all sales order integration initiatives
    • Communicate with Sales and customers on fulfillment schedules
    • Coordinate with operations on product shipments to all channels from multiple warehouse locations
    • Communicate with retail partners on order confirmations, ship dates, tracking information and general inquiries
    • Work closely with our 3PL providers and operations teams on ensuring timely delivery of all orders
    • Assist with customer set-up, including routing guide compliance and integration with NetSuite
    • Generate clear and concise weekly reports on KPI data: order execution, returns and backlog status
    • Investigate and resolve sales operations issues, including discrepancies, unfulfilled shipments, processing errors and fraudulent orders
    • Work with team on resolving customer inquiries related to RMAs, renewal orders and warranty-related issues
    • Keep systems tracking order fulfillment updated and maintained with accurate data in a timely manner
    • EDI set up, systems integration and maintenance
    • Collaborate with Operations and Logistics on planning on inventory management and new product releases
    • Manage special projects as needed

Tasks included but not limited to:

    • Sales Pipeline Planning
    • Demand Planning
    • Weekly Revenue roll up
    • WoW Forecast Analysis
    • B2B Order Management
    • Order process/release
    • Manage all PO related communication
    • Manage customer portals
    • PO price verification
    • External customer inquiries
    • Sample Requests
    • Internal customer inquiries
    • B2C Order Management
    • Review BO/OO & determine action items
    • Fix all order related issues
    • Supply/Demand allocation
    • On-board new customers
    • Product set up with retailers
    • RMAs
    • EDI setup
    • B2B Gateway – resolve any EDI issues

Qualifications

    • 8+ years experience in global retail operations
    • Understanding of sales operations and supply chain operations cycles, inventory management, forecasting, ASNs, EDI, fraud protection, and 3PL management
    • Proficiency in advance Excel required
    • Experience with ERP systems, especially NetSuite
    • Gives and welcomes feedback; contributes to building a positive, efficient, and motivated team spirit
    • Good Judgment. Can gather information, weigh relevant factors and make decisions based on data, trends, and past experience
    • Quality in Performance.  Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality sales operations, processes, and performance in self and others; applies feedback to improve performance; adheres to company and departmental policies, procedures and/or agreements
    • Efficient and motivated. Performs at a high level of efficiency; completes work in timely manner; self-motivated and strives to increase productivity
    • Dependable.  Follows instructions, responds to management direction; assumes responsibility for own actions; completes tasks on time or notifies appropriate person when unable to
    • Displays Initiative.  Asks for and offers help when needed
    • Strong Problem Solver.  Demonstrates creativity and innovation in designing plans and generating solutions to meet logistics related and/or staff challenges
    • Big-Picture Thinker with an Eye for the Details. Can easily see the big picture and yet not lose site of the smallest detail that contributes to the success of the whole
    • Balanced Personality. Serious approach to the job, coupled with an understanding of the importance of humor, morale and instilling a sense of inclusion in the workplace
    • Superb Juggler of Tasks and People. Able to manage tasks, details, and people without dropping the ball; eager to roll up his/her sleeves and delve into the weeds of logistics management and operations in a growing company
    • Minimum Bachelor’s degree 

Benefits

    • Own equity in the company - every employee is a stakeholder in our future
    • Work with an adept team of people who love what they do
    • Daily breakfast and lunch along with company-wide events and outings
    • Flexible work program
    • LinkedIn Learning and other learning opportunities
    • Free parking
    • Comprehensive health insurance, dental, vision, 401k, and pre-tax commuter deduction
About Tile

At Tile, we’re building a world where everything that matters can be found. Our services help people find millions of lost belongings every day. Now, we’re exploring new ways to ensure peace of mind. The Tile subscription provides reassurance for the long-haul. And we’re expanding our reach through major partnerships, bringing Tile technology to everything from headphones to travel gear. There are countless ways to use a Tile. We face a striking range of opportunities. But we abide by a simple creed: Together we find.

Our small but mighty team pioneered the idea of the finder, and our leaders draw on their deep experience defining and growing new markets. We’re united by a commitment to shaping Tile’s culture around the needs of our colleagues and customers, and by our desire to build a diverse and welcoming workplace for future Tilers of all stripes. We designed our values together, and now they inform everything we do—from hiring and performance reviews to product decisions and partnerships. We’re proud of our Great Place to Work certification and proud to have support from Bessemer Venture Partners, GGV Capital, and Francisco Partners.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.