Director of Fulfillment & Sales Operations

Job Description

Open Up Resources is a publisher of high-quality open educational resources in core content areas, with a vision of providing teachers with the tools to engage students in liberating educational experiences.

Open Up Resources’ portfolio seeks to include the highest-quality PK-12 curricula, with Green ratings by EdReports, validation from other respected entities, embedded supports for English Learners and Students with Disabilities, culturally relevant pedagogy, and effective professional learning.

Open Up Resources is leading a transformation in the instructional materials market by becoming an anti-racist organization and infusing every program, partnership, and practice with this intentionality so that our curriculum can catalyze anti-racist norms, structures, practices, and policies in education and society.

The Director of Fulfillment & Sales Operations leads operational activities that support the successful delivery of our program materials to customers. This role works closely with our Sales team to ensure a seamless customer experience from the time of procurement, and leads the Fulfillment team in their order management processes and all customer support inquiries. This position reports to the Chief Operating Officer.

Sales Operations

• Serves as lead liaison with the Sales Team to understand their needs in serving our customers and directing the operations efforts needed to support.
• Ensures the Sales Team has proactive and ongoing visibility around inventory availability and shipping timeframes.
• Plans and directs proactive communication to customers regarding the status of their orders, including addressing any delays or challenges.
• Continually monitors the pipeline and opportunities in progress to gauge inventory readiness, timeliness and any instances requiring special handling. Directs the completion of identified custom order requests outside of standard processes.
• Partners with the Sales Team and Fulfillment Manager to prepare for and support large district orders.
• Leads the resolution of complex or high-touch customer service challenges, serving as a liaison between Open Up, customers, fulfillment vendors and carriers regarding damages, returns or problem orders.
• Communicates any product changes and updates to the Sales Team.
• Maintains Product Receiving Guides, keeping them current and comprehensive.

Fulfillment Operations

Formulates new processes and optimizes existing processes that optimize ordering and fulfillment effectiveness and efficiency.

• Directs the Fulfillment team and establishes clear documentation to ensure consistent application of the processes.

Oversees/manages the Fulfillment team, directing the day-to-day activities and the achievement of goals and KPIs.

• Works directly in Salesforce to ensure orders are flowing seamlessly and accurately to fulfillment partners
• Continuously monitors customer order progress through fulfillment and delivery, addressing delays or problems as they arise.
• Partners with Operations Analysts to generate additional reports needed to support this visibility

Updates and monitors Salesforce and related systems to ensure order tracking, billing, and account activities within operations are captured, providing the company with ongoing visibility.

Vendor Management

• Oversees the day to day operations of our fulfillment partners, ensuring Service Level Agreements are met. Escalates issues to the COO for resolution as needed.
• Takes ownership of the product journey between manufacturing and fulfillment readiness including schedules, assemblies, and returns.
• Monitors fulfillment vendors to ensure accurate and on-time order fulfillment, and communicating expectations for order volume throughout the fulfillment season.
• Communicates with fulfillment vendors proactively around large districts or other special handling cases, including expedited orders.

Customer Support

Directs the resolution of customer issues and inquiries in a timely manner, ensuring our Fulfillment and Support Specialists:

• Guide customers through the corrective steps to resolve problems
• Keep clear and meticulous records of customer interactions through Salesforce and case management documents
• Provide customers with shipment status notifications, ond oversees communications from others supporting this work
• Coordinate customer claims of defective products with order fulfillment vendors.
• Assist customers in understanding their shipment and order inventory to verify all products were received.

Escalates cases requiring leadership or field team awareness and involvement.

Ethics and Integrity: Behave in a fair and ethical manner toward peers, partners, and customers; instill mutual trust and confidence; acts with honesty and integrity.

Teamwork and Collaboration: Works with colleagues to build morale and team commitment to goals and objectives.

Diversity: Understands that each individual is unique and celebrates individual differences including race/ethnicity, gender, sexual orientation, age, mental or physical disability, marital status, veteran status, education, training, position, level of authority, seniority, full-time or part-time status.

Collaboration: Cultivates a positive partner and customer service relationship, and fosters two-way communication; delivers products that exceed or meet customer expectations.

Continuous Improvement: Continuously seeks opportunities for innovative approaches to address organizational opportunities.

Solution Oriented: Able to take action in solving problems, using reason and a systematic approach.

Requirements

Job Qualifications

• Experience within the K12 education market is strongly preferred.
• Demonstrated 5+years of experience in a fulfillment management role, including direct experience with inventory management, order processing, and shipping.
• Demonstrated experience delivering and directing exceptional customer service.
• Experience with sales processes and the handoff to sales operations.
• Familiarity with customer billing and accounts receivable.
• Demonstrated working knowledge of Salesforce.
• Proficient skills in Google Suite.
• Self-motivated with excellent problem-solving and analytical skills.
• Incomparable people skills with ability to handle difficult situations with poise.
• Ability to efficiently multitask and prioritize appropriately in a fast paced environment.
• Excellent interpersonal, verbal and written communication skills.
• Willingness to learn about company products and policies to better assist customers.
• Flexibility in adapting to the needs of a growing organization
• Ability to work independently.
• Detail-oriented.
• Strong project management skills.
• Team player.

Benefits

Additional Details

• At Open Up Resources, we believe in building and fostering a diverse and inclusive workplace environment. We are proud to be an equal opportunity employer where all applicants are considered for employment without attention to color, religion, sexual orientation, gender identity, national origin, veteran or disability status.
• We are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion.
• We are a virtual organization with headquarters in the California Bay Area.
• We offer competitive compensation and generous benefits packages.