Sales Operations & Support Senior Coordinator

Position Summary: 

The Senior Coordinator – Order Management plays a critical role in supporting the seamless execution of the Order-to-Cash process by ensuring the accurate and timely processing of complex and high-volume sales orders (~$50M) across diverse customer segments, including resellers, national VARs, OEMs, and direct end-users. This role enhances operational efficiency, supports sales effectiveness, and safeguards customer satisfaction by balancing business objectives with customer requirements. Through deep functional expertise, attention to detail, and sound analytical thinking, the coordinator ensures order integrity, resolves fulfillment issues, and drives alignment between cross-functional teams to uphold delivery commitments and strengthen long-term customer relationships.

KRA 1: Functional Expertise & Order Fulfillment Execution

Applies advanced technical knowledge in managing, validating, and processing orders with precision and efficiency.

• Process standard and complex change order requests (Channel, AC Power and Thermal Vertiv Products) in accordance with product, pricing, and configuration guidelines.
• Handle configuration change orders, rebuild/repair requests, and Return Materials Authorizations (RMAs) promptly to prevent shipment or credit delays.
• Process change orders for major accounts, VIP and GSA customers, and MCORs involving ship-loose components and additional services accurately and within defined timelines.
• Interpret and apply Bills of Materials (BOM), standard configurations, and auto-config tools for accurate product setup across all lines.
• Identify and process SFA (Special Features Authorization) / ETO (Engineered-to-Order) items based on complexity and system handling requirements.

KRA 2: Customer Commitment

Drives customer satisfaction through timely support, proactive resolution, and professional engagement.

• Respond to specialized customer queries, providing accurate information and resolution with urgency and professionalism.
• Investigate and resolve AR-related disputes and after-invoice adjustments to avoid credit holds and maintain customer confidence.
• 1212Assist customers with issue handling, follow-ups, and timely closure of open cases.
• Participate/lead in customer/LVO calls and discussions to clarify order issues, update progress, and ensure transparency.
• Implement quality and error-proofing practices to reduce rework and transaction errors.
• Support service-level performance by completing workload on time and assisting in workload balancing within the team.
• Review and monitor order progress using internal systems (e.g., Alice, PowerBI) to flag and address shipment delays, backlog issues, and order holds.

KRA 3: Internal Communication & Stakeholder Collaboration

Facilitates efficient information flow and cross-functional alignment to ensure seamless order processing and fulfillment.

• Coordinate with Sales, Finance, Engineering, Logistics, and other internal stakeholders to resolve holds or issues that may impact manufacturing, shipping, or invoicing.
• Lead or contribute to team huddles and internal meetings, sharing updates, best practices, and relevant process or product changes.
• Respond to order inquiries from internal teams and manage shared mailboxes, ensuring timely and appropriate task assignment.
• Expedite order fulfillment by liaising across departments to resolve blockers and meet customer delivery requirements.
• Use communication tools such as flowcharts and process diagrams to clearly convey information and support stakeholder decision-making.
• Prepare and submit transaction trackers, reports, and analysis as required by leadership.

KRA 4: Monitoring, Reporting & Continuous Improvement

Uses data-driven insights to enhance order management quality and support organizational improvement initiatives.

• Monitor order hygiene by ensuring SSDs (Scheduled Ship Dates) are aligned with customer-requested dates and that delays are proactively communicated.
• Escalate critical order issues to leadership or cross-functional teams to prevent disruption to order fulfillment or revenue recognition.
• Extract, scrub, and analyze order data to generate and present meaningful reports (weekly or as needed) with recommendations for stakeholders.
• Conduct quality checks on processed transactions and provide constructive feedback to improve team accuracy and efficiency.
• Participate in or support projects focused on process enhancement, system optimization, or service quality improvement.
• Collaborate with other business units to identify process gaps and propose solutions that drive better operational outcomes.

KRA 5: Team Support & Development

Fosters a collaborative team environment and supports capability building for improved team performance and continuity.

• Provide guidance, mentorship, and direction to junior team members in handling complex orders or escalations.
• Conduct training sessions and contribute to training plans for new hires or process updates.
• Serve as backup for leadership functions or peers to ensure continuity during absences or peak load.
• Collaborate on team initiatives, cross-functional projects, and interdepartmental programs.
• Actively participate in team-building activities, meetings, and knowledge-sharing sessions.
• Support team leads in identifying and addressing performance trends, challenges, and development opportunities.

Qualifications & Skills:

• Bachelor's degree in Business Administration, Supply Chain, Engineering, or a related field preferred.
• Minimum 3 years of relevant work experience in order management or operations support, customer service, in an engineering or manufacturing environment.
• Strong functional expertise in order processing systems and ERP tools (e.g., Oracle, SAP).
• Proficient understanding of Bills of Materials (BOM), configuration management, and change control processes.
• Demonstrated analytical thinking and problem-solving abilities with a high attention to detail.
• Effective communication skills with the ability to collaborate across multiple departments and levels.
• Ability to handle multiple priorities in a fast-paced, deadline-driven environment.
• Experience working in a back-office or shared service model is a plus.

Qualifications:

• Bachelor’s Degree of any 4-year course
• 3-5 year experience in Customer Service
• 2-year experience with Vertiv Customer service environment
• Customer Focus
• Action Oriented
• High Attention to Detail