Corporate Sales Order Management Specialist

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At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

The Corporate Sales Order Management Specialist plays an integral part in driving the sales cycle by managing the day-to-day order journey and order backlog analysis. Working heavily in Excel, Salesforce, and SAP, this person will provide timely feedback around order issues to reps and customers and create reports identifying issues to work with internal teams to resolve. As the Order Management Specialist, you will monitor the backlog of orders for inventory issues, work with internal teams to resolve issues, and contact customers when there are delays. This person will assist in order creation, editing, or cancellations, help to identify trends impacting sales, and work with the Sales Analyst to find solutions. Additionally, you will play a key role in User Acceptance Testing for IT Initiatives and deployments.

This position requires cross-functional collaboration, and the candidate must be comfortable hosting and speaking in collaborative meetings when necessary (5-15 people).

Position Type (See Workplace Approach Below) : Remote

Responsibilities:

Proactive Order Management and Intervention (50%)

• Manage order pipeline health through daily and weekly reports
• Identify issue trends and areas of improvement and propose solutions
• Resolve complex or unusual problems that require a customized solution
• Proactively communicate order delays or issues to customers and internal teams
• Use or create template to email customers
• Create reference documents to inform Corporate Sales Team of issues
• Facilitate and lead backlog and operations reviews with sales, manufacturing and logistic teams
• Track details on identified order issues to ensure resolution
• Liaise with internal team on order issues or system errors
• Collaborate with the Finance team to ensure all refunds process for the correct amount successful
• Cancel orders or order lines due to inventory constraints or other business needs and monitor orders to properly ensure accurate invoicing
• Work cross functionally to reship packages that are returned to sender
• Prioritize high profile or exception order requests
• Monitor orders daily to ensure smooth production and delivery
• Address any potential issues or delays promptly
• Monitor large orders or free orders to ensure alignment with YETI's discount policy

Feedback Loop

• Provide feedback to partner Operations team on issues or training requests
• Identify and communication errors in quote or order creation to ensure continuous improvement
• Suggest system improvements to enhance the order journey and overall customer experience

Provide Tier 2 support for escalations from Corporate Sales Representatives (30%)

• Triage and respond to Issue Inquiry submissions
• Resolve system integration errors and validate backend order statuses
• Manually edit orders stuck in error statuses
• Understand inventory levels and statuses
• Troubleshoot Salesforce and website issues
• Guide internal users to accurate training resources

User Acceptance Testing (20%)

• Perform User Acceptance Testing for IT initiatives and website deployments
• Identify testing scenarios, place test orders, collaborate with cross-functional testing teams, and monitor test orders through various stages
• Identify defects and communicate with the relevant team members
• Create process documentation

Provide backup support to Sales Inventory Specialist on adhoc basis

• Run approved quote process using existing template and produce actionable reports for data entry team, assist with data entry as needed
• Review and approve custom order rush requests
• Create purchase order requests and place vendor orders for specific sales teams' offerings
• Create weekly or biweekly inventory bin movements for fulfill orders

Qualifications and Attributes:

• High School Degree required
• At least 4 years of customer service experience, experience with 2nd tier customer service and/or escalations preferred
• Intermediate to Advanced Excel skills are required
• Associates, Technical, college work preferred
• Previous experience with process documentation a plus
• Salesforce or CRM experience, SAP, or Tableau reporting experience a plus
• Laser-focused on the details
• Proactive communicator, provides necessary information before it is requested
• Ability to prioritize issues, solve problems quickly
• Flexible to changing priorities as business needs change
• Proven experience in fast-paced high-volume environment
• Strong interpersonal skills and ability to develop and manage relationships with cross-functional teams
• Curiosity to learn and resourceful in all that you do!
• Fully remote

US Workplace Approach:

• Onsite: Role requires you to be onsite full-time.
• Hybrid: Role requires you to be located in Austin, Texas and is a mixture of onsite and remote.
• Remote: Role is full-time remote.

Approach may vary based on role.

YETI is proud to be an Equal Opportunity Employer.

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