Sales Operations & Support Coordinator I (Order Entry)

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 a training ground to have the coordinator become very familiar with all aspects of the Vertiv sales organization, internal and external. The Order Coordinator provides Sales support by overseeing significant sales order volume (~15M annually) with Resellers, National VAR’s, direct end-users, and OEM accounts from the time of Purchase Order receipt through shipment of product in North America.

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 Vertiv Direct Offices (FDOs) in North America region.

Job Responsibilities: 

• Processes all IT solutions order 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 all Single phase and 3 phase International Channel orders 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.


• Analyze and form resolutions to recurring issues with regards to order management.


• 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.


• Assists 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.


• 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 as needed and required by team lead/supervisor.


• Assists colleagues in answering general escalations from customers.


• Reviews and forms solutions to issues using 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.


• Investigates orders and provide solutions on AR-related disputes.


• Records and submits daily transaction records, and/or trackers.


• Plans, executes, and manages own workload and projects in cooperation with line department 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 department 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.

Qualifications:

• Bachelor’s Degree of any 4-year course


• 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

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