Senior Order Management Associate - 11837

The Impact of an Senior Order Management Associate at Coupa:

We are seeking a highly organized and detail-oriented Senior Order Management Associate to join our Revenue Operations team. In this role, you will be the driving force behind our order-to-cash process, ensuring accuracy, efficiency, and exceptional customer service. You will handle complex order workflows, resolve escalations, and collaborate cross-functionally with Sales, Finance, and Customer Success to ensure seamless order execution.

What You'll Do:

• Order Processing & Accuracy: Manage the end-to-end order process, including reviewing contracts, validating pricing, and processing complex orders in our CRM and ERP systems. Support and resolve discrepancies via credits and rebills.
• Cross-Functional Collaboration: Act as the primary liaison between Sales, Finance, Legal, and Customer Success to resolve order discrepancies, billing issues, and contract disputes.
• Process Optimization: Identify bottlenecks in the order-to-cash workflow and implement scalable solutions to improve efficiency and reduce manual errors.
• Escalation Management: Serve as the point of escalation for complex order inquiries, providing timely and accurate resolutions for both internal stakeholders and external customers.
• Data Integrity & Reporting: Maintain accurate customer and transaction data across all systems. Generate regular reports on order volumes, processing times, and revenue recognition bottlenecks.
• Mentorship: Train and guide junior order management team members, sharing best practices and ensuring team-wide adherence to compliance standards.

What You Will Bring to Coupa:

• Experience: A minimum of 5 to 7 years of direct experience in order management, sales operations, or a closely related field.
• Education: Bachelor’s degree in business, Finance, or a related discipline (or equivalent practical experience).
• Analytical Skills: Strong ability to analyse complex contracts and translate them into accurate system orders.
• Communication: Excellent written and verbal communication skills, with a proven ability to manage stakeholder expectations.
• Attention to Detail: Exceptional accuracy in data entry and contract review under tight end-of-month or end-of-quarter deadlines.
• System Expertise: Hands-on experience using Zuora (for subscription billing) and NetSuite (ERP) is highly advantageous. Salesforce experience preferred.
• Language Skills: Fluency in a second language (outside Native Spanish and English) is considered a strong plus, allowing for better support of our global customer base.
• Industry Knowledge: Previous experience in a SaaS, technology, or subscription-based business model.
• Portal Experience: Basic knowledge and experience working in customer portal environments (CSP, Ariba, etc)