Job Description
Join a High-Performance Culture That Drives Innovation and Excellence
At
Vertiv, we don't just hire talentwe
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 technologyand 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 titlesit'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
Responsible for enhancing the customer experience and relationships and provide Sales support by overseeing significant sales order volume (90M) with resellers, national VAR's, direct end-users and Global Strategic Clients.
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 core orders (Thermal, Power, UPS and Channel Liebert Products) with special features added of non-complex and complex types from regional assignments.
- Processes complex ETO Configurations on several products lines.
- 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.
- Processes Configuration Change Orders.
- Understands BOM's and processes standard Configuration, both manual and auto-config on all product lines.
- Identifies and understands information about ETO end items/ship loose items.
- Structure configurations on multiple products lines and understand SFA processes on several of these known products.
- Processes Special order requirements such as major account orders, rebuild orders, manual international PO etc., efficiently.
- Verifies completeness of orders by checking customer purchase order details, i.e. addresses, prices, quantities, part numbers, descriptions, etc.
- Processes Special order requirements such as major account orders, rebuild orders, manual international PO etc., 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 assist in workload distribution.
- Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
- Assists colleagues in answering general escalations from customer. Handles specialized queries from 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.
- Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary.
- Completes personal individual development plan and implements agreed training/development activities.
- Performs quality checks and provides quality feedback/recommendations to peers.
- Support projects related to quality improvement (such as Think Customer, QMS, etc.)
- Liaise with other Business Unit Internal Departments or Groups, to identify process gaps and propose improvement, which will ultimately result to better Order to Cash Management, thus improve overall Business Cash Flow.
- Other Non-Order Management Projects may be assigned, which will be beneficial to the entire Business/ Organization.
- Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management.
- Actively participates in team activities and initiatives.
- Fulfil other reasonable duties and projects as required.
- Serves as back-up for next level similar or related function for business continuity.
- Serves as point-of-escalation for product-specific technical/procedural queries from peers and junior members.
- Provides work direction and guidance to junior employees when needed.
- Conducts product/process/functional trainings.
- Assists in creating a training plan for new hires.
- Manages/handles at least 1 company/platform/business unit project/initiative.
- Coordinates and networks with other members of the team to complete assigned projects and programs. Participates in cross-business unit committees as a contributor.
Qualifications
- Bachelor's Degree of any 4-year course
- 5-year experience in Customer Service
- 4-year experience with Vertiv Customer service environment
- Customer Focus
- Action Oriented
- High Attention to Detail
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.
