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.