Order Operations Specialist

Summary

Join Smartsheet as an Order Operations Specialist and support our sales teams throughout the sales cycle. This remote-eligible role, based in Costa Rica, involves managing the order process within Salesforce, reviewing contracts, customizing order forms, and collaborating with various teams. You will ensure compliance with organizational standards, identify areas for improvement, and resolve partner inquiries. The ideal candidate possesses 2+ years of experience in order management or a related field, strong problem-solving skills, and excellent communication abilities. Smartsheet offers a comprehensive benefits package including fully paid health and life insurance, paid time off, parental leave, and professional development opportunities.

Requirements

• 2+ years of experience in Order Management, Sales Operations, Contracts, or Deal Desk
• 1+ years of experience in a multinational or shared service center environment
• Ability to ensure order details and documentation are updated and entered into the system
• Familiarity with financial or revenue recognition principles and contracting guidelines
• Experience in a high-volume, multi-transactional environment for EOM, EOQ, and EOY
• Ability to thrive in a fast-paced, evolving, high-growth environment; capability to execute new processes
• Strong problem-solving skills and the ability to work cross-departmentally with multiple stakeholders
• Clear and effective communication skills across various situations and audiences
• B2 English proficiency

Responsibilities

• Support all sales teams throughout the complete sales cycle in compliance with Smartsheet’s policy and Customers’ needs
• Work within the Salesforce.com CRM & CPQ system to assist sales representatives
• Review contracts and order paperwork for completeness and accuracy
• Quickly learn and master the quoting process
• Customize order forms and provide guidance on complex deal structures, escalating specialized issues to the appropriate partners for resolution and approval
• Coordinate deal reviews with sales; support training, development, and compliance with operational policies
• Manage the daily approval process for deals, ensuring compliance with organizational standards
• Collaborate across multiple functional teams, such as Finance, Legal, Professional Services, and Sales, to ensure sales transactions are quick and efficient
• Identify areas for improvement in the Quote to Cash cycle to accelerate order processing and enhance sales efficiency
• Assist with the reconciliation of multiple transactions and other contract-related adjustments
• Respond to partner inquiries (purchase orders, quote requests, invoices, order confirmations, status updates, pricing details) via Salesforce within SLA
• Support our sales team in resolving inquiries throughout the sales process
• Team up with other Order Operations team members to address requests

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)