Service Support Senior Coordinator

Join a High-Performance Culture That Drives Innovation and Excellence 

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level. 

Why Vertiv? 

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward. 

• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture. 

• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career. 

• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated. 

Job Summary 

Responsible for managing customer interactions and address issues promptly and professionally. Leading and mentoring team members through overseeing processes. Coordination with other departments to resolve issues effectively and efficiently. 

Job Responsibilities: 

• Responsible for daily and timely responses on customers' quotation requests and availability. 

• Ensures all information provided is accurate and resolve whatever issues they have. 

• Works with planners and distribution center for expedite requests on back orders and stock transfer requests. 

• Process RMA / mis-shipment order for wrong items shipped and replacements. 

• Create credit memos on approved returned items with restocking fee. 

• Issue manual invoice on orders that needs to be rebilled. 

• Accountable for sending backlog reports to customers particularly AT&T, Tessco, Talley, Jacobs and CAN. 

• Attend weekly calls with customers to discuss backlog orders and updated shipping dates. 

• Generates monthly parts forecast, projecting financial outcomes based on historical data to be sent to POCs. 

• Have a clear understanding of customer needs through communication. 

• Resolve discrepancies and maintain order accuracy. 

• Close coordination with the planner and distribution center if there are backlog issues that need immediate resolution. 

• Probes and resolves issues such as incorrect delivery address, wrong item shipped, over and short shipments and late deliveries. 

• Assist in developing strategic planning to achieve team objectives and align goals. 

• Responsible for leading and coaching colleagues to foster professional growth and development. 

• Over- all back up on order management. Process Parts orders; SR creation and repair billings whenever needed. 

• Follows clear and detailed guidelines on executing specific tasks. 

• Daily submission of tracker or performance metrics. 

• Act as communication link between Team Lead and associates, relaying feedback, concerns and suggestions. 

• Assist in problem solving to improved performance and customer satisfaction. 

• Manage group mailboxes and ensure customers are responded within 24 hrs. Assist in Depot Repair functions whenever needed. 

• Regularly update and review work instructions and incorporate new best practices. 

Qualifications: 

• College graduate of any course. 

• Previous experience within a service environment performing administrative functions.  

• Focused with strong administration, analytical and organizational skills.  

• Possesses initiative and a strong sense of ownership and responsibility  

• Keen attention to details. 

• Comprehensive administrative/clerical/back-office experience. 

• Time management skills. 

• Must be able to work with minimal supervision.  

• Works well with others, team player. 

• Fluent English written and verbal skills. 

• Strong sense/knowledge of the service business. 

• Knowledge of computer systems.  

• Knowledge of ERP (Oracle, SAP, etc.) is a plus. 

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 

• Think Big and Execute 

• Act With Urgency 

• Own It 

• Drive Continuous Improvement 

• Promote Transparent and Open Communication 

• Learn and Seek Out Development 

• Foster a Customer-First Mindset 

• Lead by Example 

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