Fulfillment Coordinator II

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Senior Fulfillment Operations Specialist

The Senior Fulfillment Operations Specialist is responsible for the timely and accurate review and processing of Smartsheet customer orders and across our global organization. You will ensure the accuracy, quality, and completeness of customer orders and invoices. 

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results.

The Senior Fulfillment Operations Specialist will report to the Supervisor of Billing and Invoicing Operations located in San Jose, Costa Rica, and will also have a dotted line reporting responsibility to the Manager of Worldwide Fulfillment Operations.  

You will: 

• Process customer sales orders to include new product orders, upgrade orders, renewal orders, and statement of work (SOW) services orders.
• Perform timely & accurate activation of Feature Trial Requests & Promotional accounts
• Achieve 98%+ accuracy for all processed transactions.
• Work closely with Deal Operations & Deal Desk teams to provide support for high-value, complex orders.
• Drive process improvement in Fulfillment Operations,  owns  processes using gathered knowledge and experience.
• Be a key source of knowledge for team members as questions arise on a daily basis.
• Be a subject matter expert regarding Fulfillment Operations processes and ensure related documentation is concise and up to date. Be able to work cross-functionally with other teams across the business to surface issues and quickly resolve escalations.
• Serve as first point-of-contact in complex questions and escalations for the Business.
• Work closely with Deal Operations & Deal Desk teams to provide support for high-value, complex orders.
• Provide support in month end closing tasks, and must be able to work occasional weekend shifts during month end, and quarter end periods.
• Responsible for achieving targeted service level agreements and First Pass Yield objectives in relation to Fulfillment Operations metrics.

You have:

• English proficiency is required and resume must be submitted in English 
• University degree in accounting, finance, related degree, or equivalent experience.
• 3+ years of combined experience in Fulfillment Operations, and Sales Support/Sales Operations.
• Proven Experience in Order Management.
• Experience with Service Ticket/Case systems.
• Experience with large enterprise resource planning (ERP) systems (i.e. NetSuite, SAP, Oracle. etc.); experience with a customer relationship management (CRM) tool (i.e. Salesforce, MSFT Dynamics) preferred.
• Advanced Google or Microsoft Office skills preferred.

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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