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: 

 

The Coordinator II – Order Entry is responsible for ensuring the accurate, efficient, and timely processing of orders across multiple product lines, supporting the end-to-end Order‑to‑Cash cycle for Channel, AC Power, and Thermal systems. This role serves as a key contributor to operational accuracy, data integrity, customer responsiveness, and process compliance, while providing support to peers, internal partners, and leadership.

 

Job Responsibilities: 

• Processes all   Channel, AC Power, and Thermal order within the required turnaround time of not exceeding 24 hours.
• Ensure 95% of orders received one (1) hour before the end of shift are touched or reviewed. 
• Validates CPQ quote to ensure accuracy of order versus submitted purchase order.
• Checks PO according to Vertiv order quality checklist.
• Perform 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 account and processes both standard and auto-config orders across all product lines. 
• Ensures Order-to-Cash processes are completed efficiently. 
• Participates in basic quality check audits to ensure compliance with order entry standards and identifies recurring order entry issues.
• Coordinates with internal teams or customers to resolve complex issues, order discrepancies, clarifications, etc., for timely resolutions. 
• Reviews and adheres to established Vertiv policies and market memos.
• Provides peer support by sharing best practices with fellow Coordinators.
• Ensure system and data integrity to drive operational efficiency. 
• Identifies customer needs through communication and probing. Anticipates customer needs and clarifies requirements proactively.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolutions for the first time. Provides accurate recommendations and ensures first-time resolution.
• Assists customers in handling, servicing, follow-up, communication and closure of issues. Handles customer concerns independently and ensures proper closure
• Completes workload on time. Monitors if transactions are processed in a timely manner. Ensure timely processing of transactions manages assigned workload efficiently.
• Implement 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. Assists colleagues with general escalations and cross-team coordination
• Monitors team service level and assist in workload distribution.
• Assists colleagues in answering general escalations from customers.
• Handles specialized queries 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.
• Helps in mailbox management to ensure prompt responses to customers.
• 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.

 

Qualifications:

• Bachelor’s Degree of any 4-year course
• 3-year experience in Customer Service
• 2-year experience with Vertiv Customer service environment

 

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