Sales Operations and Support Coordinator I

Overview

Vertiv (NYSE: VRT) is a global provider of critical digital infrastructure and continuity. We solve the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services from the cloud to the edge of the network. A publicly listed company on the NYSE with $6.9 billion in revenue, Vertiv has a strong customer base and global reach spanning over 130 countries and has over 27,000 employees worldwide. We are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

This position is a training ground to have the coordinator become very familiar with all aspects of the Vertiv sales organization, internal and external. The Order Coordinator provides Sales support by overseeing significant sales order volume (~15M annually) with Resellers, National VARs, direct end-users, and OEM accounts from the time of Purchase Order receipt through shipment of product in North America. The coordinator must maintain balance between corporate policy/procedures and customers’ needs. It includes providing an exceptional level of customer service to all Vertiv Sales Representatives and Vertiv Direct Offices (FDOs) in North America region.

• Processes all IT solutions orders within the required turnaround time of not exceeding 24 hours.
• Processes all Single phase and 3 phase Channel orders from regional assignment within the required turnaround time of not exceeding 24 hours.
• Processes after-invoice adjustments including ship and debit claims in a prompt manner to avoid unnecessary credit hold to customers.
• Handles review and release of EDI distribution stock orders.
• Processes Return Goods Authorization in a prompt manner to avoid unnecessary credit hold to customers.
• Processes Stock Rotation and Defective Returns in a prompt manner to avoid unnecessary credit hold to customers.
• Performs any reporting activity or task assigned by immediate supervisor as needed, or in fulfilment of and in relation to essential functions.
• Manages the Distribution and PO mailboxes by ensuring all requests for quotation, purchase orders or technical queries are addressed or assigned a contact person.
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries.
• Assists customers in handling, servicing, follow-up, communication, and closure of issues.
• Completes workload on time. Monitors if transactions are processed in a timely manner.
• Implements error-proofing method to ensure all transactions done are accurate.
• Participates in conference calls, meetings, and discussions with customers.
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
• Coordinates with other teams/support to complete the request of customers.
• Adheres to team service level expectations to meet or exceed team metrics.
• Participate in team/functional/business overview presentations as needed and required by team lead/supervisor.
• Assists colleagues in answering general escalations from customers.
• Reviews Oracle reports to monitor sales order progress, backlog, identify order delays, shipment holds, and contract and credit holds, and take necessary steps to notify customers.
• Coordinates with shipping departments to improve shipment schedules as needed.
• Performs a variety of Administrative Support to Sales Representatives and Distributors.
• Performs self-check and ensure order entry process is error-free prior to shipment of units.

• Bachelor’s Degree of any 4-year course
• 2-year experience in Customer Service
• 1-year experience with Vertiv Customer service environment
• Customer Focus
• Action Oriented
• High Attention to Detail
• Good Communication Skills
• Highly Organized with ability to multitask

• Safety
• Integrity
• Respect
• Teamwork
• Diversity & Inclusion

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development