Service Support Coordinator I

Position Summary

JOB DESCRIPTION

To make solid independent decisions regarding management of customer orders that make good, ethical business sense for Emerson Network Power-Electrical Reliability Services (ENP-ERS/ HVM) and meet customer satisfaction goals. Ensure all orders are reviewed and processed timely and accurately. Orders and its supporting documents must be timely and properly filed and tracked. The responsibility includes keeping all stakeholders/ service center/ sales updated with the progress and discrepancies found in the request.

Job Responsibilities

• Receives, assigns and processes ERS and HVM order requests in mailbox and workflow thru email notifications.
• Generates order number for projects from quote configurator
• Opens/ approves/ updates projects using Oracle and SMS (JD Edwards) for Maintenance, Acceptance and Professional Projects.
• Ensures checklist requirements like credit limit, Purchase Order, Estimate Sheets, Proposals, LOA, PERF, and Email approvals etc are met and uploaded in sharepoint / efolder.
• Matches revenues and cost from prices book and proposals and estimates to SMS for intercompany projects
• Maintains a tracking sheet of orders in an Excel Sheet, and prepares weekly and monthly reports
• Responds and Coordinates with Sales Engineer/ Business Administrator and Manager for any necessary approvals needed, disputes and follow up
• Updates payment terms and discounts and credit limit in Oracle
• Ensures all project documentation are properly maintained in SharePoint, making sure correct files synched to correct service center code using the order number as the key generated in Quote Configurator
• Requisitions of customer numbers for new billing and shipping address
• Reviews /Prints out Job Assignment Sheet from Oracle to make sure nothing is missed out during printing and uploading of JAS to proper service center code in share point
• Changes status in workflow when email notifications are received for change orders
• Pro-Active processing of OTS Backlogs
• Acts as a liaon to assure timely and efficient administration of orders.
• Provides a highly responsive service-oriented interface for the customer and field sales.
• Resolves matters pertaining to order administration, completion and post order activities with in-house groups, Reps/sales offices, factories, suppliers and customers.
• Assures that the impact of change orders is appropriately communicated and executed both internally and externally.
• Provide timely response to order inquiry such as in those for pricing, lead-time and order status.
• Demonstrates complete order accuracy and, as a result, minimizes order errors and invoice adjustments.
• Performs accurate and timely (within the goal set by management) order entry into Oracle Projects system to allow effective performance to customer requirements.
• Assures all order details are accurate and in conformance with the customer needs and service center capabilities.
  
  

Job Qualifications

• Graduate of any Management or Business course or any other courses related to the field.
• Excellent in Oral and Written communication skills
• Can effectively interact with co-personnel
• Can do multiple tasks
• Ability to reach logical decision during day to day situation
• Able to perform the task well even with less or no supervision
• Proficient in Microsoft Office (Word,Excel,PowerPoint)
• Customer Focused
• Result Driven
• Making Effective Decision
• Ability to learn, document and train new processes
• A history of excellent attendance
• Other duties & special projects as required
  
  

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