Sales Operations & Support Coordinator II

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.

Position Summary:

This position is responsible for enhancing the customer experience and relationships and provide Sales support by overseeing significant sales order volume (~50M) with resellers, national VAR’s, direct end-users, and OEM accounts focused on E&I orders. 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:

• Process all standard E&I orders from regional assignments. 
• Processes after-invoice adjustments in a prompt manner to avoid unnecessary credit hold to customers. 
• Processes Return Material Authorization in a prompt manner to avoid unnecessary credit hold to customers. 
• Understands Bill of Materials and processes standard Configuration and auto-config on all product lines.  
• Verifies completeness of orders by checking customer purchase order details, i.e. addresses, prices, quantities, part numbers, descriptions, etc. 
• Handles specialized queries from customers. 
• Investigates orders and provide solutions on AR-related disputes. 
• 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 accurately.
• 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. 
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor. 
• Handles specialized queries from customers.
• Investigates orders and provide solutions on AR-related disputes. 
• Assists colleagues in answering general escalations from customers. 
• 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. 

Job Qualifications:

• Bachelor’s Degree of any 4-year course 
• 2-3 years’ experience in Customer Service 
• 2-3 years’ experience with Vertiv Customer service environment 
• Customer Focus 
• Action Oriente 
• High Attention to Detail 
• Good communication Skills 
• Able to prioritize and operate proactively.

he 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