RESPONSIBILITIES:
- Processes all IT solutions orders 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 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.
- 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.
- Participates in 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.
- Adheres to team service level expectations to meet or exceed team metrics.
- Participate in team/functional/business overview presentations as needed and required by team lead/supervisor.
- Assists colleagues in answering general escalations from customers.
- Reviews 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.
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
PHYSICAL & ENVIRONMENTAL DEMANDS
No Special Physical Requirements
TIME TRAVEL REQUIRED
None
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
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