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Sales Operations & Support Coordinator II

Philippines·Mandaluyong Citymid

OtherCoordinator

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Quick Summary

Key Responsibilities

Process standard and moderately complex change order requests (Channel, AC Power and Thermal Vertiv Products) accurately, following product, pricing, and configuration guidelines.

Technical Tools

OtherCoordinator

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.

Position Summary:

The Coordinator II – Order Management supports the efficient execution of the Order-to-Cash process by accurately processing a range of standard and moderately complex change orders across various customer segments, including resellers, VARs, OEMs, and direct end-users. This role contributes to operational efficiency, supports sales and fulfillment teams, and helps maintain strong customer relationships by ensuring change order accuracy, timely resolution of issues, and clear cross-functional communication. With growing functional expertise, attention to detail, and analytical skills, the Coordinator II plays a key role in maintaining order integrity and facilitating seamless fulfillment.

Job Responsibilities:

Process standard and moderately complex change order requests (Channel, AC Power and Thermal Vertiv Products) accurately, following product, pricing, and configuration guidelines.
Handle configuration change orders, rebuild/repair requests, and Return Materials Authorizations (RMAs) promptly to avoid shipment delays or credit holds.
Process change orders for distribution, regional and major accounts, and may include VIP and GSA customers, ensuring compliance and timeliness.
Verify change order completeness by validating purchase order details such as but not limited to part numbers, pricing, addresses, quantities, and item descriptions, freight terms, approvals and applicable fees.
Apply Bills of Materials (BOM), standard configurations, and auto-config tools to set up orders accurately across product lines.
Identify and process SFA (Special Features Authorization) and ETO (Engineered-to-Order) items according to complexity and system requirements.
Respond to customer inquiries and specialized queries with professionalism and timely, accurate information.
Investigate and help resolve AR-related disputes and after-invoice adjustments to prevent customer credit holds.
Assist customers with issue handling, follow-up, and closure of open cases.
Participate in customers/LVO calls or meetings to clarify order issues and provide updates.
Implement error-proofing practices to minimize transaction errors and rework.
Complete assigned workload on time and support team efforts to balance workloads and maintain service levels.
Monitor order progress using internal tools (e.g., Alice, PowerBI), flagging shipment delays, backlogs, and order holds.
Collaborate with Sales, Finance, Engineering, Logistics, and other internal teams to resolve order holds or issues affecting manufacturing, shipment, or invoicing.
Contribute actively in team huddles and meetings by sharing updates, best practices, and process/product updates.
Manage shared mailboxes and respond promptly to internal order inquiries, ensuring appropriate task delegation.
Facilitate order fulfillment by coordinating across departments to remove blockers and meet delivery commitments.
Utilize communication tools (flowcharts, process maps) to clearly share information and assist decision-making.
Prepare and submit transaction logs, trackers, and reports as requested by supervisors.
Monitor order hygiene, ensuring SSDs align with customer delivery requests and escalating delays or discrepancies appropriately.
Escalate critical order issues in a timely manner to prevent fulfillment disruption or financial impacts.
Extract and analyze order data, preparing regular and ad hoc reports with actionable insights for management review.
Conduct quality checks on processed orders and provide feedback to improve team accuracy and efficiency.
Participate in continuous improvement projects related to processes, systems, or service quality enhancements.
Work with other business units to identify gaps and contribute suggestions for operational improvements.
Support junior team members by providing guidance and assistance on order processing challenges.
Participate in training sessions and contribute to onboarding plans for new team members.
Serve as a backup resource to peers or senior coordinators to ensure continuity during absences or peak workloads.
Engage in team initiatives, cross-functional projects, and knowledge-sharing activities.
Support team leads by highlighting performance trends, challenges, and potential development opportunities within the team.

Qualifications:

Bachelor’s degree in Business Administration, Supply Chain, Engineering, or related field preferred.
Minimum of 2-year relevant work experience in order management, operations support, customer service or a related function within engineering or manufacturing sectors.
Preferably with working knowledge of ERP systems (Oracle, SAP, or equivalent) and order processing tools.
Basic to intermediate understanding of Bills of Materials (BOM), configuration management, and change order processes.
Strong analytical thinking and problem-solving skills with attention to detail.
Effective verbal and written communication skills, able to work collaboratively across departments and levels.
Ability to manage multiple priorities and deadlines in a dynamic, fast-paced environment.
Experience in back-office or shared service environments is advantageous.