Operations Order Fulfillment Specialist

Role Overview

• Own end-to-end order fulfillment lifecycle — from receipt and validation of customer orders to accurate entitlement creation and delivery across Flexera, NetSuite, and related platforms.
• Serve as the senior escalation point for complex or high-value order discrepancies, driving resolution in collaboration with Sales, support and Product teams.
• Ensure data integrity across Flexera ALM and secondary systems, proactively auditing entitlement records and correcting inconsistencies before they impact customers.
• Lead quarterly-end surge operations, coordinating team resources and prioritization to meet strict SLA commitments during high-volume periods.
• Act as a senior point of contact for enterprise customers on licensing, activation, and entitlement matters — delivering resolution within 24 hours and proactively communicating status on complex issues.
• Translate intricate customer order requirements into precise software entitlement configurations, ensuring alignment between commercial terms and technical delivery.
• Oversee license portal management including software updates, login troubleshooting, cloud platform access provisioning, and entitlement adjustments.
• Partner with Customer Success and Support teams to ensure seamless, white-glove post-sales experience for enterprise and strategic accounts.
• Identify, design, and implement scalable improvements to fulfillment workflows, reducing manual effort and error rates through automation and system enhancements.
• Create, maintain, and govern comprehensive fulfillment work instruction documentation, ensuring team-wide consistency and audit readiness.
• Lead cross-functional working groups with Product Management, IT, and Operations to prepare fulfillment infrastructure for new product launches.
• Mentor and cross-train junior team members, building redundancy and capability across the fulfillment function.
• Develop and present advanced operational dashboards and fulfillment reports to senior leadership — tracking KPIs such as order accuracy rates, cycle times, and SLA compliance.
• Leverage Excel, Power BI, or similar tools to perform trend analysis, surface fulfillment bottlenecks, and recommend data-driven process improvements.
• Drive strategic insights from activation data and customer usage patterns to support renewals, upsells, and proactive customer outreach.

Requirements

• 6+ years of progressive software fulfillment, order management, or software operations experience in a SaaS or enterprise software environment.
• Solid working knowledge of Flexera ALM — navigating the UI for license lifecycle management, entitlement creation, and electronic software delivery.
• Advanced configuration or administration experience will added advantages.
• Proven track record managing high-volume, time-sensitive order pipelines with exceptional accuracy and customer satisfaction outcomes.
• Strong understanding of software licensing models — perpetual, subscription, cloud, and hybrid — and their fulfillment implications.
• Experience working directly with enterprise customers on complex entitlement and activation issues, including multi-site and multi-product deployments.
• Advanced proficiency in Microsoft Excel reporting for operational analytics.
• Comfortable working within the NetSuite UI for order management, reporting, and record navigation.
• Hands-on experience using the Salesforce UI for opportunity tracking, case management, and cross-functional visibility.
• Understanding of cloud software delivery, SaaS entitlement models, and platform provisioning workflows.
• Ability to troubleshoot electronic software delivery platform issues and collaborate with IT/Dev teams on system readiness for new product launches.
• Demonstrated ability to lead cross-functional projects and influence without direct authority across Sales, Support, Product, and IT stakeholders.
• Strong written and verbal communication skills — able to translate technical fulfillment details into clear, customer-friendly language.
• Excellent organizational and prioritization skills, with the ability to manage multiple competing deadlines in a quarter-driven environment.
• A continuous improvement mindset with a history of successfully delivering process transformation initiatives.

Tech Stack

• Cloud

Benefits

• Professional development opportunities
• Flexible working hours
• Remote work options