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 Oriented
- High Attention to Detail
- Good communication Skills
- Able to prioritize and operate proactively.
- Amenable to work 5days on-site and night shift schedule.
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