Sales Operations & Support Coordinator II

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.

Job Summary

The Services Sales Coordinator II is an intermediate-level office and clerical individual contributor responsible for supporting the end-to-end processing of service contract orders within Vertiv's Services organization. This role plays a key part in ensuring service accuracy, timely processing, and consistent support to internal teams and external customers.

The coordinator applies acquired skills and knowledge of Vertiv's policies and procedures to perform standard tasks efficiently and accurately. Assignments are routine in nature, requiring basic problem-solving and referencing existing policies or past practices for resolution. While day-to-day responsibilities are performed with general supervision, guidance from supervisors or senior peers is provided for new or more complex scenarios.

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

Job Responsibilities

• Maintain a balance between Vertiv corporate policies/procedures and customer requirements, ensuring compliance while delivering customer satisfaction.
• Provide a high level of customer service to internal and external Sales Representatives by:
  • Responding promptly to inquiries from customers, Vertiv Field Teams, and the Credit Department
  • Addressing questions related to service levels, number of preventive maintenance (PM) visits or service requests, and billing.
• Accurately and efficiently enter all service contracts related to equipment orders.
• Maintain and update customer contact information, ensuring accuracy across systems.
• Serve as the primary liaison between the Sales and the Credit Department to facilitate smooth and timely order processing.
• Review and process simple OE&I orders from legacy and Oracle systems and manually enter in EBS Alice (contract system) for both Vertiv Sales Reps and Major Accounts Managers.
• Process One-time services (OTS), Cooling orders, and Thermal Upgrades as requested through different sources.
• Process PAP orders as updated and listed in the Coordinated Services' Smartsheet database.
• Request bill-to and ship-to additions or changes as needed.
• Request new tag creation if required.
• Request cancel/rebook contracts as needed or as required.
• Assist other departments in resolving customer issues related to order processing.
• Must respond to all contract inquiries from Management, Credit, Field Service, CRM group and Sales.
• Perform all the above functions within Company policies and procedures.
• Strive to have orders processed within one business day and adhere to month end closings for business.
• Assist in implementing any process improvements related to contract processing cycle time.
• Assists Sales Reps and Major Account Manager on contract-booking questions.
• Follow escalation procedures are put in place for problems.

Qualifications

• 1–2 years of relevant experience, preferably in a customer service, order processing, or administrative support role.
• High school diploma or equivalent experience; additional training or certifications in business administration or related fields is a plus.
• 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.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

• 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