Sales Operations & Support Coordinator I

Job Description

Brief Job Description:

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 VAR’s, 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.

Responsibilities and Measurement Criteria with Time investment Needed on Each:

(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)

• Processes all IT solutions order 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 all Single phase and 3 phase International Channel orders 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 Good 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.
• Analyze and form resolutions to recurring issues with regards to order management.
• 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.
• Assists in leading 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.
• Monitors team service level and assists in workload distribution.
• Conducts team/functional/business overview presentations as needed and required by team lead/supervisor.
• Assists colleagues in answering general escalations from customers.
• Reviews and forms solutions to issues using 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.
• Assists customers in handling, servicing, follow-up, communication, and closure of issues.
• 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.
• Investigates orders and provide solutions on AR-related disputes.
• Records and submits daily transaction records, and/or trackers.
• Plans, executes, and manages own workload and projects in cooperation with line department 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 department 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.
  
  

Qualifications

Required/ Minimum Qualifications:

• 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
  
  

Additional / Preferred Qualifications

• N/A
  
  

Physical & Environmental Requirements

To be used majorly for manufacturing jobs.

• N/A
  
  

Time Travel Needed

• N/A
  
  

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

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.