Sales Operations

Job Summary:

This position is responsible for enhancing the customer experience and relationships and provide Sales support by overseeing significant sales order volume (~50M) with Global Strategic Accounts.

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 Factory Direct Offices (FDOs).

Job Responsibilities:

• Reviews purchase orders all Vertiv product orders within the required turnaround time of not exceeding 24 hours.
• Reviews CPQ quote to ensure accuracy of order versus submitted PO.
• Processes after-invoice adjustments in a prompt manner to avoid unnecessary credit hold to customers.
• Generate proforma invoice and Order Acknowledgement as requested.
• Processes Return Materials Authorization 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 fulfillment of and in relation to essential functions.
• Performs milestone billing on Project Orders based on assigned Global Strategic account.
• Ensures Order-to-Cash processes are completed efficiently.
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• 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 conferences 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.
• Monitors team service level and assists in workload distribution.
• Assists colleagues in answering general escalations from customers.
• Handles specialized queries from customers.
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Reviews Alice reports to monitor sales order progress, backlog, identify order delays, shipment holds, and contract and credit holds, and take necessary steps to notify customers.
• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.
• Plans, executes and manages own workload and projects in cooperation with line leaders.
• Assists in leading team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings.
• Manages team common mailboxes and delegates tasks to colleagues.
• Gathers data, analyses trend, generates and submits reports to line leaders with recommendations.
• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information and respond to queries/requests coming from different levels.
• Responds to all order inquiries from Management, Manufacturing, Traffic, Material.
• Expedites orders through communication to all Order Fulfillment departments to meet the customer's requirements.
• Assists other departments in resolving customer issues related to order processing.
• Performs any reporting activity or task assigned by immediate supervisor as needed, or in fulfillment of and in relation to essential functions.
• Assists other departments in resolving customer issues related to billing and invoices.

Job Qualifications:

• Bachelor's Degree of any 4-year course
• 3-5 year experience in Customer Service
• 2-year experience with Vertiv Customer service environment
• Customer Focus
• Action Oriented
• High Attention to Detail

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

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

OUR BEHAVIORS

• 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