Sales Operations & Support Coordinator II

at  Vertiv

BRIEF JOB DESCRIPTION :

This position is responsible for enhancing the customer experience and relationships and provide Sales support by overseeing significant sales order volume (~50M) with resellers, national VAR’s, direct end-users, and OEM accounts focused on E&I orders. 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).

REQUIRED/ MINIMUM QUALIFICATIONS:

• Bachelor’s Degree of any 4-year course
• 3-year experience in Customer Service
• 2-year experience with Vertiv Customer service environment
• Customer Focus
• Action Oriente
• High Attention to Detail
• Good communication Skills
• Able to prioritize and operate proactively.

ADDITIONAL / PREFERRED QUALIFICATIONS:

• N/A

PHYSICAL & ENVIRONMENTAL REQUIREMENTS:

To be used majorly for manufacturing jobs.

• No Special Physical Requirements

(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)

• Process all standard E&I orders from regional assignments.
• 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.
• Understands Bill of Materials and processes standard Configuration and auto-config on all product lines.
• Verifies completeness of orders by checking customer purchase order details, i.e. addresses, prices, quantities, part numbers, descriptions, etc.
• Handles specialized queries from customers.
• Investigates orders and provide solutions on AR-related disputes.
• Ensures Order-to-Cash processes are completed 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 assists in workload distribution.
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Handles specialized queries from customers.
• Investigates orders and provide solutions on AR-related disputes.
• Assists colleagues in answering general escalations from customers.
• Reviews Alice reports to monitor sales order progress, backlog, identify order delays, shipment holds, and contract and credit holds, and take necessary steps to notify 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.
• Responds to all order inquiries from Management, Manufacturing, Traffic, Material.