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.

The Sales Operations & Support Coordinator II is an intermediate-level individual contributor responsible for enhancing customer experience and delivering Sales support through Inside Sales functions including updating opportunity status, responding to customer inquiries on parts availability and pricing, creating quotes in CPQ, tracking order status, coordinating with order management on RGA and mis-shipment requests, and providing administrative support to Sales Representatives and Distributors.

The associate must maintain balance between corporate policy/procedures and customers’ needs. It includes providing an exceptional level of customer service to all Vertiv’s distributors and resellers, Local Vertiv Offices (LVOs) and direct customers.

This position contributes directly to Vertiv’s service excellence goals, ensuring operational consistency, contract accuracy, and outstanding customer support across service engagements.

Areas of Responsibilities

• Follow up on opportunity which is marked as to be closed soon.
• Update opportunity status in OSC.
• Track order status, provide ship dates and request for an expedite.
• Provide pricing, lead times and product availability.
• Answer phone calls, provide assistance and escalate to the correct team, if required.
• Work with order management team for Return Good Authorization (RGA) and Mis-shipment requests.
• Creates CPQ Quotes for customers’ pricing and availability requests (RFQ).
• Performs any reporting activity or task assigned by immediate supervisor as needed, or in fulfilment of and in relation to essential functions.
• Analyze and form resolutions to recurring issues with regards to assigned tasks.
• Assists colleagues in answering general escalations from customers.
• Reviews and forms solutions to issues with regard to orders status, order delays, and take necessary steps to notify customers.
• Coordinates with order management team 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 all processes are error-free prior to communicating to customers
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations for their queries. Provides first time resolution.
• 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.
• Implement 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.
• Plans, executes, and manages own workload and projects in cooperation with line leaders.
• Participates in team meetings. Huddles and information cascades.
• Monitors team service level and assist in workload distribution.
• Conducts team/functional/business overview presentations as needed and required by team lead/supervisor.

QUALIFICATIONS

• Work Experience:
  
  1–2 years of relevant experience, preferably in a customer service, order processing, or administrative support role.
• Education:
  
  Bachelor’s Degree of any 4-year course
• Technical Skills:
  • Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
  • Accurate data entry and typing skills.
  • Familiarity with Oracle/EBS systems is an advantage.
  • Computer literate with the ability to quickly learn and navigate business systems.
• Communication & Interpersonal Skills:
  • Excellent verbal and written communication skills.
  • Strong phone and email etiquette and interpersonal abilities.
  • Demonstrated ability to resolve customer issues professionally and efficiently.
  • Able to work both independently and collaboratively.
• Organizational & Analytical Skills:
  • Exceptional organizational skills and attention to detail.
  • Ability to handle multiple tasks and prioritize effectively.
  • Logical problem-solving skills to troubleshoot service contract order issues.
• Teamwork & Initiative:
  • Strong sense of teamwork with a leadership-oriented mindset.
  • Proven ability to contribute to team goals while working independently.
  • Service industry experience is a plus.