Sales Operations & Support Coordinator I

The Coordinator I serves as the frontline Customer Helpdesk support, consistently delivering high-quality customer service. This role acts as a subject matter expert and is responsible for ensuring team quality assurance across calls and email communications. 

The Coordinator I ensures that inquiries from customers, Vertiv Partners, Vertiv Sales Representatives, and Inside Sales Representatives, received through the dedicated 800 line and support mailbox, are addressed within established service-level timeframes. The role also includes reviewing Project for general market, map approved registration from Impartner to Redwood. 

Responsibilities and Measurement Criteria with Time investment Needed on Each:
(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)
Review, General Deal Registration tickets for North America (NA)

• Map approved registrations for NA, Federal NA, Canada, and LATAM from IMPartner to Oracle Sales Cloud (Redwood)
• Update process document, as needed. 
• Answer emails to identify customer needs through communication and probing. 
• Assists customers in handling, servicing, follow-up, communication, and closure of issues. 
• Completes workload on time. Monitors SNOW and Datazen tickets related to mapping registrations in Oracle Sales Cloud to ensure processing in a timely manner. 
• Implement error-proofing methods to ensure all transactions done are accurate. 
• Assist 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. 
• Adheres to team service level expectations to meet or exceed team metrics. 
• Participate in team/functional/business overview presentations as needed and required by team lead/supervisor. 
• Assist colleagues in answering general customer inquiries and initial escalation on customer complaints. 
• Coordinate with other teams/support to complete the request of customers. 
• Assist in monitoring the team mailbox and registration tickets to ensure adherence to service levels and team performance metrics. 
• Update team completion rate, and Registration tracker in a timely manner. 
• Live tagging of Smartsheet tracker on registration reviews, mapping and custom sku request.
• Assists in team meetings, huddles, and information cascades. Communicate with the team on best practices, lessons learned, process and product updates during team huddles/meetings.
• Perform any reporting activity or task assigned by immediate supervisor as needed, or in fulfillment of and in relation to essential functions.
• Assist on plans, executes and manages own workload and projects in cooperation with department leaders.
• Responds to all inquiries related to channel helpdesk and registration tasks.
• Identify problems areas and sources, offers possible solutions and escalates to seniors or supervisor when necessary. Help implement agreed process improvement initiatives.
• Completes personal individual development plan and implements agreed training/development activities.
• Assists in keeping up-to-date support documents, initiates and apply changes to process documents when needed.
• Actively participates in team activities and initiatives.
• Fulfils other reasonable duties and projects as required.
• Serves as back-up for next level similar or related function for business continuity.

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 [email protected]