Fulfillment Coordinator II (Remote eligible - Costa Rica)

The Fulfillment Coordinator ll is responsible for the timely and accurate review and processing of Smartsheet customer orders across our global organization. You will ensure the accuracy, quality, and completeness of customer orders and invoices, contributing to a seamless billing experience for our clients.

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 Fulfillment Coordinator ll will report to the Team Manager, Fulfillment Operations located in San Jose, Costa Rica, and will also have a dotted line reporting responsibility to the Manager of Worldwide Fulfillment Operations. This role is eligible for remote work within Costa Rica. You  must reside in Costa Rica.  

• 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.

• 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.

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.

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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