Job Description
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 ensures that inquiries from customers, Vertiv Partners, Vertiv Sales Representatives, and Inside Sales Representatives, received through the dedicated 800 line and support mailbox, are addressed within established service-level timeframes. The role also includes reviewing Project for general market, map approved registration from Impartner to Redwood and process custom sku request.
Job Responsibilities
- Review, General Deal Registration tickets for North America (NA)
- Map approved registrations for NA, Federal NA, Canada, and LATAM from IMPartner to Oracle Sales Cloud (Redwood)
- Review and process Custom SKU request.
- Perform Quality Assurance (QA) on emails, registrations review tickets and processed custom sku requests in a timely manner.
- Assist in facilitating functional training for new hires.
- Update process document, as needed.
- Answer calls and emails to identify 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 SNOW and Datazen tickets related to mapping registrations in Oracle Sales Cloud to ensure processing in a timely manner.
- Implement error-proofing methods to ensure all transactions done are accurate.
- Assist in leading 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.
- 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.
- Assist colleagues in answering general customer inquiries and initial escalation on customer complaints.
- Coordinate with other teams/support to complete the request of customers.
- Assist in monitoring the team mailbox and registration tickets to ensure adherence to service levels and team performance metrics.
- Update team completion rate, and Registration tracker in a timely manner.
- Live tagging of Smartsheet tracker on registration reviews, mapping and custom sku request.
- Assists in team meetings, huddles, and information cascades. Communicate with the team on best practices, lessons learned, process and product updates during team huddles/meetings.
- Perform any reporting activity or task assigned by immediate supervisor as needed, or in fulfillment of and in relation to essential functions.
- Assist on plans, executes and manages own workload and projects in cooperation with department leaders.
- Responds to all inquiries related to channel helpdesk and registration tasks.
- Identify problems areas and sources, offers possible solutions and escalates to seniors or supervisor when necessary. Help implement agreed process improvement initiatives.
- Completes personal individual development plan and implements agreed training/development activities.
- Performs quality checks and provides quality feedback/recommendations to peers. Audit 20% of registration review and emails processed by team members assigned to him/her.
- Assists in keeping up-to-date support documents, initiates and apply changes to process documents when needed.
- Actively participates in team activities and initiatives.
- Fulfils other reasonable duties and projects as required.
- Serves as back-up for next level similar or related function for business continuity.
Qualifications
- Bachelor's Degree of any 4-year course
- 1-3 years experience in customer service
- Preferably, 1-year experience with Vertiv Customer Service environment.
- Proficient in Microsoft Outlook
- Knowledgeable in Microsoft Word, Teams, MS Excel, and PowerPoint
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
About The Team
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
