Processes all IT solutions orders within the required turnaround time of not exceeding 24 hours.
Processes all Single phase and 3 phase Channel orders from regional assignment within the required turnaround time of not exceeding 24 hours.
Processes after-invoice adjustments including ship and debit claims in a prompt manner to avoid unnecessary credit hold to customers.
Handles review and release of EDI distribution stock orders.
Processes Return Good Authorization in a prompt manner to avoid unnecessary credit hold to customers.
Processes Stock Rotation and Defective Returns in a prompt manner to avoid unnecessary credit hold to customers.
Performs any reporting activity or task assigned by immediate supervisor as needed, or in fulfilment of and in relation to essential functions.
Manages the Distribution and PO mailboxes by ensuring all requests for quotation, purchase orders or technical queries are addressed or assigned a contact person.
Identifies customer needs through communication and probing.
Creates solutions to customer problems. Provide sound recommendations to their queries.
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 accurate.
Participates in 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.
Coordinates with other teams/support to complete the request of customers.
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.
Assists colleagues in answering general escalations from customers.
Reviews Oracle reports to monitor sales order progress, backlog, identify order delays, shipment holds, and contract and credit holds, and take necessary steps to notify customers.
Coordinates with shipping departments 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 order entry process is error-free prior to shipment of units.
QUALIFICATIONS:
Bachelor’s Degree of any 4-year course
2-year experience in Customer Service
1-year experience with Vertiv Customer service environment
Customer Focus
Action Oriented
High Attention to Detail
Good Communication Skills
Highly Organized with ability to multitask
PHYSICAL & ENVIRONMENTAL DEMANDS
No Special Physical Requirements
TIME TRAVEL REQUIRED
None
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
Sales Operations & Support Coordinator I