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Talent Network

Sales Operations Analyst

Department: Retail, Sales and Commercial

Location: Santa Barbara

Req#: 3472

Sonos is looking for an exceptional Sales Operations Analyst for our Global E-Commerce team.  At Sonos, we strive to bring an epic music experience to music lovers around the world. The E-Commerce team plays an essential role in bringing this experience to life, and the Sales Operations Analyst will play an integral role in making this happen.
The position requires a critical thinker with the ability to manage multiple tasks simultaneously, while working across various functional teams to ensure consistency and quality of the customer experience. The E-Commerce Sales Operations Analyst will provide operational support to our Telesales team, help drive improvements to our current E-commerce processes, and provide great customer service while helping customers solve any issues that may arise during the ordering process on 
About You

Our band is large. And while there’s plenty of room for all kinds of personalities and skill sets to succeed, there are certain qualities that will help you thrive here.

Like a never-accept-less work ethic. An exceptionally low ego-to-talent ratio (none of the first, tons of the latter). A relentless craving to push past your limits and try new things. The smarts and the humble confidence to take on big challenges, make mistakes fast and early, embrace tough feedback, then recover quickly with fresh, startlingly perfect solutions. A fearless willingness to defend great work. And a tendency to totally geek out on music.

If this sounds like you, read on and let’s connect soon.

What You’ll Do
Daily phone coverage; responsibility to meet Direct scorecard metrics around wait times, abandon rates, and handling ratios; expertise in telephony system
Help customers solve any issues that arise related to all pre-sales customer interactions - including experiences they may have in other selling channels
Responsible for answering all incoming Back Office email inquiries with a 24 hour SLA, track customer Cases to closure, aim to resolve all issues in a manner that is satisfactory to the customer.
Navigate ecommerce platform, order placement, look up, cancellation, backorder management, sku creation and management, and catalog management
Reinstatements Investigate loss claims, place and track reinstatements
Subject Matter Expert for Operational Platforms Be the most knowledgeable Sonos employees in the areas of our platforms and end to end DTC operations; Represent operational priorities to the global team
Understand and navigate platforms required within the role such as: Salesforce, SOLO, Demandware, Shoretel, Great Plains, and CyberSource
Maintain SOPs Work Instructions Document knowledge to facilitate expansion, onboarding, and transfer of knowledge
Money Back Guarantees (MBGs) Receive and execute return requests, manage customer communications around credit status and any issues that arise related to credits; Work closely with Accounting
Fraud Management: mitigate exposure, review incoming orders with high risk profiles; provide feedback for outsourced review team
Friends of Sonos (FOS) Operations: Place seeding orders, capture contact details in CRM, reporting
Logistics Service Provider (LSP) Oversight: Transit management, fulfillment execution
Manage in stock and out of stock skus, backorder release, failed authorizations; Work closely with Operations and Digital Analytics teams to allocate inventory to Direct
Payment Gateway Maintenance: Retry authorizations, reverse authorizations, and dollar authorizations for Accounting
Skills You’ll Need
Possesses a customer first approach.  Experience representing the customer and associated supporting operational dependencies.
E-Commerce experience, preferably with call center and supporting operations.
Requires strong communication skills, organizational skills, and the ability to work independently as well as in a cross-functional team.
Bias for action and closure.  Sense of urgency.  Demonstrates accountability.  Drives tasks forward.
High integrity team player who is self-motivated and will rapidly gain respect from other team members
Ability to interpret strategy and extract tactics, creating plans to deliver the tactics.
Enthusiastic and lifelong learner.  Constant improvement mindset. 
Passionate about analyzing, interpreting and leveraging data to make decisions.
Requires the knowledge and skills typically acquired through completion of a Bachelor’s Degree.
How to Audition
If you believe you'll rock in this roll, please apply and wow us. We'll come back to you within a week.

More About Our Band

In 2002, we set out to reinvent home audio for the digital age. Our mission–to fill every home with amazing sounding music. Yes, it was an ambitious goal. Challenging, too. And that hasn’t changed.

Since those early days, we’ve remained tirelessly focused on finding innovative ways to make listening out loud, with friends and loved ones, the truly transformative experience it should be. We’ve seen our vision capture the imaginations of music lovers in more than 60 countries, as we’ve continued to introduce products, software, and technologies that help people share the songs they love, discover new music they never knew existed, and experience richer, more musical lives.

At Sonos, we are building a team with extraordinary talent to help us fill every home with music. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.