Description

　　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, 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 and Manufacturing Operations 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

　　We are open to hiring candidates to work out of one of the following locations:

　　Virtual Location - MEX

　　Basic Qualifications

　　Bachelor's degree or equivalent 5+ years experience working in an e-commerce or logistics environment focused on orders and billing

　　Is fluent in both English and Spanish

　　Is a fantastic communicator — both written and verbal — and is comfortable collaborating with internal stakeholders, end customers, vendors, and B2B partners

　　Is experienced with Excel and/or Google Sheets

　　Is experienced with NetSuite, Shopify, Jira, or similar logistics, order management, and project management tools

　　Preferred Qualifications

　　Has strong organizational and project management skills

　　Is curious about, or has experience in building and managing automated workflows

　　Has a track record of successful cross-functional operations, and an ability to collaborate closely with different teams to deliver highly integrated customer communications