Job Description
Job Summary
The Customer Management Operations Specialist is responsible for managing customer order fulfillment, sales operations, forecasting, revenue recognition, and logistics coordination. The role works closely with customers and cross-functional teams to ensure efficient order execution, regulatory compliance, accurate forecasting, revenue achievement, and high customer satisfaction while driving operational excellence and continuous improvement.
Key Responsibilities
Order Management & Customer Operations
- Manage the end-to-end order process from customer Purchase Order (PO) receipt through system entry, booking, execution, shipment, and delivery.
- Review and validate order bookings to ensure accuracy, completeness, and compliance with company policies.
- Assess order-related risks and proactively identify mitigation plans to minimize customer and operational impacts.
- Manage order amendments, cancellations, split deliveries, and partial shipment requirements.
- Coordinate order fulfillment activities with factories, planners, logistics providers, and internal stakeholders.
- Provide production lead time guidance to support customer planning and operational scheduling.
- Facilitate customer communication regarding order status, delivery commitments, and execution risks.
Revenue Recognition & Financial Operations
- Manage sales recognition activities in accordance with corporate policies and financial reporting requirements.
- Support month-end and quarter-end closing activities in collaboration with Finance and Operations teams.
- Process and maintain sales accruals for incomplete transactions with appropriate supporting documentation.
- Monitor revenue recognition and support achievement of financial targets.
- Monitor business performance against sales and operational targets.
- Improve revenue visibility through regular order review and forecast alignment processes.
Logistics & Shipment Management
- Coordinate end-to-end shipment execution, including transportation planning and freight management.
- Obtain freight quotations and evaluate logistics solutions to balance service levels and cost efficiency.
- Work closely with freight forwarders and logistics providers to ensure on-time delivery performance.
- Proactively escalate critical shipments and implement recovery plans for urgent customer requirements.
- Monitor shipment milestones and address transportation-related risks.
Customer Support & Documentation
- Provide customers with required documentation such as:
- Import Certificates
- Test Reports
- Certificates of Conformity
- Commercial and shipping documents
- Regulatory compliance documentation
- Coordinate Factory Acceptance Tests (FAT) and Factory Witness Tests (FWT) with customers and manufacturing facilities.
- Share inspection reports and documentation in a timely manner.
- Ensure customer documentation requests are fulfilled accurately and efficiently.
Compliance & Risk Management
- Ensure adherence to regulatory, trade compliance, and customer-specific requirements.
- Validate mandatory certifications including Electrical Safety Certifications, Radio Type Approvals, and other regulatory requirements.
- Review tariff classifications and documentation for import/export compliance.
- Maintain data integrity and documentation accuracy to minimize audit and compliance risks.
- Identify operational risks and drive preventive and corrective actions.
Cross-Functional Collaboration
- Partner closely with Sales, Finance, Supply Chain, Logistics, Procurement, Manufacturing, Legal, and Customer Service teams.
- Support timely order booking, execution, revenue recognition, and accrual management.
- Coordinate legal and contractual requirements related to customer transactions.
- Facilitate effective communication across functions to ensure successful execution and customer satisfaction.
Qualifications
Education
- Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Finance, Engineering, or related field.
Experience
- 3-5+ years of experience in Customer Operations, Order Management, Supply Chain, Sales Operations, Logistics, or Customer Service.
- Experience supporting revenue recognition, forecasting, and month-end close activities.
- Knowledge of international shipping, import/export processes, and trade compliance requirements.
- Experience working within ERP systems such as Oracle
Knowledge & Skills
- Order Management and Customer Operations
- Sales Forecasting and Revenue Recognition
- Financial Acumen and Accrual Management
- Supply Chain and Logistics Coordination
- Trade Compliance and Regulatory Documentation
- KPI Management and Performance Analysis
- Root Cause Analysis and Problem Solving
- Stakeholder Management and Customer Relationship Management
- ERP Systems and Data Analytics
- Process Improvement and SOP Development
- Strong Communication and Cross-Functional Collaboration Skills
- Advanced Microsoft Excel and Reporting Skills
#LI-JS1
The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
- High-Performance Culture
- Customer Focus
- Operational Excellence
- Innovation
- Financial Strength
VERTIV 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
- Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action 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. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertiv.com
