At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

The Corporate Sales Operations Analyst I plays an integral role within the Corporate Sales department by analyzing and resolving complex order issues while providing top-notch internal and external customer support. In this role you will take a holistic approach to the management of our order book to identify trends and communicate them to leadership and cross-functional partners. Your expertise in User Acceptance Testing (UAT) will be valuable as you represent Corporate Sales in testing large-scale IT initiatives and website deployments. Your feedback will contribute to enhancing the customer experience and enabling better service by the Order Management and Sales teams. You thrive in a high-volume environment, with the flexibility and willingness to reprioritize tasks as things come up. You possess strong analytical problem-solving skills and excel at building relationships with cross-functional team members. This role will make a significant impact by resolving complex order issues, improving processes, and delivering exceptional customer experiences.

This position requires cross-functional collaboration, and the candidate must be comfortable hosting and speaking in collaborative meetings when necessary (5-15 people).

Position Type (See Workplace Approach Below): Remote

Responsibilities

Quality Assurance and Analytics for Issue Inquiry (40%):

Analyze and identify trends within reported issues to understand the full scope of impact of those issues
Communicate trends to leadership and cross-functional partners
Evaluate the Issue tool and identify areas for enhancement or improvement
Partner with technology to develop and implement improvements to tools that impact sales
Resolve complex or unusual problems that require a customized solution

Feedback Loop

Provide frequent (Weekly, monthly, and quarterly) analytics for reported issues to review order issues and follow-up needs
Create reports to identify complex order issues and recommend customer-focused solutions
Identify and communicate errors in quote or order creation to ensure continuous improvement
Compile system improvements that would enhance the customer and sales experience and allow better service by the Order Management and Sales teams.
Partner with the Sales team and Order Management Specialists to provide timely and creative solutions as issues arise

Prioritize high profile or exception order requests

Monitor orders daily to ensure smooth production and delivery
Address any potential issues or delays promptly
Monitor large orders or free orders to ensure

Proactive order monitoring (30%):

Understand and quantify the impact or a particular issue to customers and YETI
Validate reports regularly to ensure accuracy
Recommend customer-focused solutions
Liaise with internal teams on order issues or system errors

Liaise with internal team on order issues or system errors

Collaborate with the Finance team to ensure all refunds process for the correct amount successful
Cancel orders or order lines due to inventory constraints or other business needs and monitor orders to properly ensure accurate invoicing
Work cross functionally to reship packages that are returned to sender

User Acceptance Testing (30%)

Perform User Acceptance Testing for IT initiatives and website deployments
Identify testing scenarios, place test orders, collaborate with cross-functional testing teams, and monitor test orders through various stages
Identify defects and communicate with the relevant team members
Create process documentation

Qualifications And Attributes

Bachelor’s degree and at least 2 years’ experience or equivalent work experience
Intermediate to Advanced Excel skills are required
At least 2 years of customer service experience, experience with 2nd tier customer service and/or escalations preferred
Demonstrated experience using data to recommend process improvements
Previous experience with process documentation a plus
Salesforce or CRM experience, SAP, or Tableau reporting experience a plus
Laser-focused on the details
Analytical
Proactive communicator, provides necessary information before it is requested
Ability to prioritize issues, solve problems quickly
Flexible to changing priorities as business needs change
Proven experience in fast-paced high-volume environment
Strong interpersonal skills and ability to develop and manage relationships with cross-functional teams
Curiosity to learn and resourceful in all that you do!
Fully remote

US Workplace Approach

Onsite: Role requires you to be onsite full-time.
Hybrid: Role requires you to be located in Austin, Texas and is a mixture of onsite and remote.
Remote: Role is full-time remote.

Approach may vary based on role.

YETI is proud to be an Equal Opportunity Employer.

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Corporate Sales Operations Analyst I