Operations Manager, SmartBox & PairMyKey
- Location: Kosovo office
- Employment Type: Full-time
- Working Hours: US-based hour coverage (9 AM–5 PM Central), with remote flexibility in the evenings.
About Kore.co
Kore.co builds and sells technology for businesses across the United States. We operate three product lines: restaurant technology, automotive key programming (SmartBox and PairMyKey), and payment processing.
Our Kosovo office is home to our development, sales, support, and design teams.
The Role
We are looking for an organized and detail-oriented Operations Manager to oversee the day-to-day operations of our automotive key programming product line.
You will manage distributor orders, serial number records, service jobs, customer support coordination, billing, and trade show preparation. You will ensure that orders are processed correctly, invoices are issued, payments are made on time, and operational records remain accurate.
You will report directly to the US-based COO and provide written operational status reports every other Friday, supported by clear figures and measurable results.
What You’ll Own
Distributor Orders
- Process purchase orders, prepare invoices, and coordinate shipments with tracking.
- Assign and record serial numbers.
- Manage distributor communications.
- Ensure every purchase order is invoiced, shipped, and accurately documented.
Service Jobs
- Manage product returns and repairs.
- Prepare service estimates and invoices.
- Maintain accurate status updates for all open service jobs.
Daily Operations
- Manage incoming distributor and customer emails.
- Coordinate partner orders.
- Provide backup customer support by phone and email.
- Ensure inquiries are addressed within the same or next business day.
Support and Billing
- Oversee support tickets and monitor team performance.
- Invoice support-related sales.
- Process vendor payments.
- Ensure support tickets are handled within agreed service-level targets.
Monthly Administration
- Process distributor commissions and payments.
- Prepare and send distributor reports.
- Publish product release notes and issue invoices.
- Complete monthly administrative tasks by the required deadlines.
Trade Show Preparation
- Coordinate preparations and logistics for trade shows.
- Ensure all preparation checklists are completed at least two weeks before each event.
Key Areas of Responsibility
- Support Team Accountability: Track tickets opened, closed, and pending by representative, and follow up on delays.
- Collections: Monitor overdue accounts and failed payments, ensuring every issue has a documented next step and follow-up date.
- Inventory Accuracy: Reconcile system inventory with physical stock and ensure all shipped serial numbers are recorded.
- Distributor Payments: Verify that all distributor commissions and payments are processed accurately and on time.
Reporting and Accountability
- Submit a written operational report to the COO every other Friday by noon, followed by a 30-minute review.
- Ensure every report includes specific figures or names, with no blank entries.
- Escalate the same day any account that is 60 or more days overdue, any failed payment exceeding $1,000, or any missed distributor payment.
What You Bring
- At least 2 years of experience in operations, order management, or office management.
- Practical experience with invoicing, accounts receivable, and collections.
- Experience managing inventory and serial-numbered stock.
- Experience managing a team or holding team members accountable to measurable results.
- Fluent written and spoken English, with the ability to communicate daily with US distributors, customers, and leadership.
- Strong spreadsheet skills and experience with accounting or invoicing software.
- Excellent organizational skills and attention to detail, with the ability to follow tasks through to completion.
- Availability to cover US-based working hours (9 AM–5 PM Central), with remote flexibility in the evenings.
Nice to Have
- Background in automotive, locksmith, or hardware distribution.
- Experience with distributor or reseller commission programs.
- Trade show planning and logistics experience.
- Customer support or help desk team leadership experience.
