Inside Sales Team Lead

Job Description

Job Description

Job Summary:

The Inside Sales Team Lead owns end-to-end sales order operations, ensuring accurate, timely, and compliant order processing from receipt through fulfillment. This role leads the order operations team, standardizes and improves order management workflows, and serves as the operational backbone supporting the sales organization. The position oversees NetSuite ERP order processes, SOP governance, and cross-functional coordination with warehouse, finance, and customer service to ensure seamless order-to-cash execution.

Key Responsibilities:

Sales Order Administration

• Process purchase orders and manage sales orders through NetSuite ERP
• Manage order backlog and open purchase orders
• Verify customer order details including shipping, contact, and payment information
• Support order processing and credit card transactions per SOP, and resolve escalated payment issues (failed payments, refunds, chargebacks)
• Communicate with customers to resolve inquiries and collect missing information, including shipping and delivery issues in coordination with the warehouse and logistics team
• Maintain customer and account master data in NetSuite — including new retailer and distributor onboarding, contacts, shipping addresses, payment terms, and account details — and process update requests from the sales team
• Manage price lists and “Where-to-Buy” dealer listings on the website Ensuring accurate pricing is posted in NetSuite ERP
• Ensure warehouse and shipping information is up to date
• Prepare weekly, monthly, and quarterly sales reports covering category, channel, product, and period-over-period sales data for cross-functional visibility
• Review and approve order exceptions, holds, and non-standard terms within authority limits

Business & Operations Leadership

• Monitor and manage order operations metrics and KPIs (order volume, backlog, cycle time, error rates, SLA adherence) to ensure process health and surface issues early
• Collaborate cross-functionally with Sales, Marketing, Accounting, Warehouse, and IT teams to ensure accurate order execution, invoicing, fulfillment, and system operations
• Own and improve SOPs related to reporting, invoicing, and operational efficiency
• Lead, coach, and develop the inside sales team; allocate workload and conduct QA reviews while contributing directly to daily order operations
• Perform additional duties as assigned

Qualifications:

• Minimum 3 years of experience in sales order operations, order management, or related operational role , with 1+ year of team lead or mentoring experience
• Proven track record of meeting performance metrics and objectives (e.g., order accuracy, processing SLA, issue resolution turnaround)
• Experience with NetSuite or similar CRM/ERP systems
• Strong understanding of order-to-cash processes, including order entry, payment processing, fulfillment coordination, and invoicing
• Strong written and verbal communication skills, with the ability to professionally manage customer-facing issue resolution
• Detail-oriented with strong organizational and multitasking abilities
• Ability to interpret order and operational data to identify trends and improvement opportunities
• Ability to work independently in a fast-paced, deadline-driven environment
• Proficient in Microsoft Office (Excel — pivot tables, lookups, formulas and data consolidation from multiple sources; Outlook; Word)
• Bachelor’s degree in business or equivalent experience (4+ years)
• Strong problem-solving skills and adaptability

Preferred:

• Degree in Business Administration, Operations Management, or related field
• Experience authoring or maintaining SOPs and process documentation
• Experience using AI tools or automation platforms to streamline repetitive operational tasks
• Experience in the Powersports industry or similar B2B dealer/distributor-based business (e.g., automotive parts, outdoor/action sports, powered equipment)

Company Overview:

SENA is a global leader in innovative communication systems, offering advanced connectivity solutions for adventure enthusiasts and professionals. SENA pushes the boundaries of technology with a range of products—from motorcycle helmets to communication systems for outdoor sports and industrial environments. Our products integrate cutting-edge technologies such as Bluetooth 5.0 and Mesh Intercom™, ensuring superior user experiences in terms of safety and performance. Whether on the road, in the mountains, or at sea, SENA accompanies its users wherever adventure takes them.

#RideConnected

Connect with SENA

• Facebook: facebook.com/SenaBluetooth

• Instagram: instagram.com/senabluetooth

• LinkedIn: linkedin.com/company/sena -technologies-inc-

• YouTube: youtube.com/@senatechnologies