Fulfillment Coordinator

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. For a 12 month period, the EMEA Fulfillment team is looking for a Fulfillment Coordinator to support our Go To Market (GTM) team in expanding our customer relationships and revenue. As a member of the EMEA Fulfillment team you will act as a trusted business partner to both colleagues (GTM, Logistics & Finance) as well as external stakeholders. In this role you will have a dual focus: DTC (Direct To Consumer) as well as B2B (Retail & Distribution): Within DTC you go the extra mile to ensure our customers are delighted with the order, payment, delivery experience and service they receive from Sonos; and to troubleshoot where and when needed. And should our customer not be happy, you are there to help him/her return the product(s) with the aim of providing that same delightful experience. You learn from the issues and apply your knowledge and network to determine the root cause(s) and put structural solution(s) in place that prevent these issues from further occurring. Within B2B, you are co-responsible for a variety of tasks including sales order management, delivery order management, reporting, issue resolution and driving improvements that add to a better customer experience or higher efficiency. As such, you will work closely with one of the other Fulfillment Coordinators. In addition you may find yourself taking on tasks in the field of sales operations where we support our GTM colleagues and enable them to focus on what they do best: generate demand for our quality products. This position requires quick learning and applying, strong collaboration and communication with key partners both internally and externally, attention to detail, the skill to focus on both quantity as well as quality and the ability to take a thoughtful approach in striking the right balance between service level and costs. We are looking for a candidate with the ability to jump right in and who has an inclination to help others as well as a willingness to learn. What You’ll Do DTC: Provide outstanding operational assistance to our customers through troubleshooting and problem isolation. DTC: Support end-users across all queues (Fulfillment and Returns) to troubleshoot and resolve customer issues, escalations, working on both queues as needed according to customer demand.  DTC: Pro-actively take ownership of open issues and interface successfully with team members and management.  DTC: Initiate, analyze, organize and execute improvements to processes, systems and ways of working.  DTC: Engage with the Customer Care and Sales Experience teams , IT, Logistics and Finance on solutions to the more complex customer issues.  DTC: Follow-up with the customer and x-functional teams for issue resolution.  DTC: Project participation on key cross-functional projects and strategic initiatives: e.g NPI’s & promotions B2B: Support the B2B Benelux team in responding to customer inquiries B2B: work with the Fulfillment Coordinator Benelux on order processing & release to warehouse. The above list is not exclusive: there is often turnaround required on various ad-hoc requests. What You’ll Need Basic Qualifications A proven minimum 3 year track record in sales operations: Planning, Fulfillment and/or Logistics. The ability to function independently as well as in a team. The ability to build & maintain relationships: as you are a key contact for internal and external stakeholders. Savviness with systems, tools, numbers & processes: as you will be processing and analyzing different data streams in different systems and turning them into insights. The curiosity to learn, challenge and improve: with the aim to create efficiency and/or a better service level to our customers. Adaptability & flexibility: we work in a fast-paced and dynamic environment where we embrace change. Excellent communication skills in English. Experience with Google Apps, SalesForce and ERP system. Works well in a multi-cultural environment and with multi-functional teams. Education: minimum HBO level Qualified applicants must be able to work from the Hilversum office a minimum of 2 days per week. Preferred Qualifications Advanced communication skills in Dutch, German and/or French are a plus Research shows that some candidates may not apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested. This position is considered hybrid, allowing for a combination of remote work and in-office collaboration. Qualified applicants must live within commuting distance of our Hilversum office location and should expect to be in office a minimum of 2 days per week. #LI-Hybrid Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.