Senior Order Processor

About the role

The role involves driving the end-to-end execution and complex processing of customer purchase orders in Salesforce (SFDC), NetSuite, and YubiKey as a Service (YaaS). The incumbent will serve as the operational lead in cross-functional partnerships with Deals Desk, Sales, Finance, Production, Logistics, and Fulfillment to resolve complex order exceptions and issues. They will manage the order lifecycle from creation through delivery, handle inbound order-related support requests, and spearhead the creation, implementation, and continuous evolution of Standard Operating Procedures (SOPs) and detailed Work Instructions.

Responsibilities

• Drive the end-to-end execution and complex processing of customer purchase orders in SFDC, NetSuite and YaaS; taking ownership of accuracy in verifying product configuration, pricing, payment terms, and required compliance documentation
• Serve as the operational lead in cross-functional partnerships with Deals Desk, Sales, Finance, Production, Logistics, and Fulfillment to resolve complex order exceptions and issues
• Take ownership of the order lifecycle from creation through delivery; following shipping lead times and proactively addressing delays and providing status updates to internal teams
• Manage purchase order lifecycle and returns process according to company guidelines while identifying areas for policy optimization
• Handle inbound order-related support requests to maintain a positive customer experience
• Spearhead the creation, implementation, and continuous evolution of Standard Operating Procedures (SOPs) and detailed Work Instructions to drive process standardization across the various teams
• Take the lead in identifying workflow bottlenecks and drive the implementation of process improvements to increase overall team efficiency by translating repetitive, rules-based human tasks into structured data requirements and deterministic logic and process maps, preparing them for automation or programmatic integration
• Provide timely status updates and escalate issues to the Sr. Manager, Order Management — US

Qualifications

• Minimum 5 years in a similar order processing, order management, or operations role with demonstrated success in actively transitioning complex, manual operational pipelines into automated or low-touch systems
• Prior experience working collaboratively with Sales, Finance, Customer Support and Logistics teams with exceptional ability to deconstruct a highly manual, multi-step process into logical, sequential rules suitable for future automation
• Proficient with NetSuite, SalesForce, SFDC Service Cloud, and Magento and Stripe with a deep understanding of relational data and how information syncs across primary business systems (such as CRMs, ERPs, and billing engines) via automated channels
• Proficient with Office/G Suite apps (Docs, Sheets, Slides)
• Demonstrated ability to document SOPs and implement process improvements, and take initiative to lead cross-functional projects without formal supervisory authority
• Must be located in the San Francisco Bay Area and able to report onsite to the Santa Clara, CA office five days a week