Order Processing Specialist

• Review and manage all incoming, junk, and held order inbox items daily while maintaining a 24‑hour SLA for clearing cases, tasks, and order requests
• Process SaaS and physical product orders by following step‑by‑step SOPs, and verifying contract terms, pricing, discounts, quantities, dates, taxes, policy requirements, key fields, and required approvals against documented procedures, internal quotes, and customer POs
• Confirm tax accuracy using Avalara and verify successful payment capture through Fortis
• Escalate order issues or corrections to the Order Processing Lead, Sales, Client Success, Finance, or the Warehouse as needed
• Enter and maintain orders in NetSuite and 360 Billing, ensuring correct start dates, billing schedules, fulfillment details, and downstream support for accurate revenue and tax handling
• Provide daily updates and escalations in Slack channels
• Summarize weekly volumes, error themes, and SLA adherence
• Host bi-weekly office hours for Sales and Support
• Reinforce upstream data accuracy and communicate workflow updates
• Support internal compliance validation reviews and pull audit backup selections as needed
• Support warehouse and inventory activities such as cycle counts, pick/pack, and shipment tasks as needed
• Participate in ad hoc projects and support peak season operational demands
• Perform additional responsibilities as needed to support operational excellence, process improvement, and cross-functional needs

• 2+ years of experience in order processing, order-to-cash, billing operations, or similar roles
• Experience with SaaS products, subscription billing, and physical product workflows preferred
• Associate’s degree or equivalent experience
• Ability to apply strong critical‑thinking skills during policy‑compliant data entry, including identifying errors, determining root causes, and resolving issues accurately
• Strong attention to detail with a focus on accuracy, consistency, and preventing customer-impacting issues
• Familiarity with using ERP/CRM systems and Office 365 with Excel
• Proven ability to manage competing priorities, escalate issues when needed, and maintain service quality in a fast-paced environment
• Ability to follow detailed SOPs with high accuracy and consistency
• Ability to lift up to 50 lbs and assist in warehouse operations
• Demonstrated reliability, discretion, and ability to handle sensitive information confidentiality
• Ability to work onsite in the Seattle office or Tukwila warehouse as needed for collaboration, teambuilding, warehouse support, or periodically at management discretion

NetSuite, 360Billing, Avalara, Fortis and intermediate Excel preferred

• We cover 100% of your premiums for medical, dental and vision coverage and 50% for your dependent’s medical and dental premiums
• Retirement plan + company match up to 3%
• A flexible work subsidy: $100 per month that you can use on things like phone and internet costs, office supplies, or even commuting costs
• 16 paid holidays (including winter break and 1 floating holiday), 3 weeks' vacation in your first year, and separate sick leave accrual
• Monthly contribution to childcare and/or dependent expenses, FSA account, parental leave, sabbatical leave, employee assistance program, annual wellness reimbursement, growth and development opportunities, disability and life insurance