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 Operations

• Oversee and support the processing of purchase orders and sales orders through NetSuite or a similar ERP system.
• Monitor order backlog and open orders to ensure timely processing and fulfillment.
• Review customer order information, including shipping, contact, pricing, and payment details.
• Support payment processing and assist with escalated issues involving failed payments, refunds, chargebacks, and other order exceptions.
• Communicate with customers to resolve order inquiries and obtain missing or required information.
• Coordinate with Warehouse and Logistics teams to resolve shipping, fulfillment, and delivery issues.
• Oversee customer and account master data, including new retailer and distributor setup, contacts, shipping addresses, payment terms, and account updates.
• Support accurate maintenance of pricing and dealer-related information within the ERP system.
• Review and resolve order exceptions, holds, and non-standard requests within established authority and procedures.
• Prepare and review weekly, monthly, and quarterly sales and operational reports.

Team Leadership & Process Improvement

• Lead, support, and coach the inside sales/order operations team while remaining actively involved in daily operations.

• Assign and prioritize workload to support timely and accurate order processing.
• Conduct quality reviews and provide guidance to improve accuracy and consistency.
• Monitor key operational metrics such as order volume, backlog, processing time, accuracy, and issue resolution.
• Identify operational issues and recommend process improvements.
• Maintain and improve SOPs related to order processing, reporting, invoicing, customer account management, and related sales operations.
• Partner cross-functionally with Sales, Accounting, Warehouse, Marketing, and IT to resolve operational issues and improve workflow.
• Support training and onboarding of team members.
• Perform additional duties as assigned.

Qualifications:

• 3+ years of experience in sales operations, order management, sales administration, customer operations, or a related field.
• Previous experience providing team leadership, mentoring, training, or workflow coordination.
• Experience using NetSuite or another ERP/CRM system.
• Understanding of the order-to-cash process, including order entry, payment processing, fulfillment coordination, and invoicing.
• Experience supporting B2B customers, dealers, distributors, or similar business accounts preferred.
• Strong customer service and problem-solving skills.
• Ability to review operational data and identify trends or areas for improvement.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office, particularly Excel, including pivot tables, lookups, formulas, and data consolidation.
• Ability to work independently and collaboratively in a fast-paced environment.
• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred; equivalent relevant experience will be considered.

Preferred Qualifications:

• Experience with NetSuite.
• Experience developing or maintaining SOPs and process documentation.
• Experience with reporting, operational metrics, or KPI tracking.
• Experience using automation or AI tools to improve repetitive administrative or operational processes.
• Experience in Powersports, Automotive, Consumer Electronics, Outdoor/Action Sports, Industrial Products, or another B2B dealer/distributor-based industry.

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