Coordinator II, Sales Operations and Support

Hammerjack Pty Ltd; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Vertiv is seeking a detail-oriented professional to manage distributor rebates and commission analytics. You will work with internal teams and external partners to ensure accurate incentive payments and timely reporting.

You will engage with cross-functional groups to resolve disputes and streamline processes, leveraging data to drive improvements in incentive programs and customer service delivery.

Qualifications

• Bachelor's Degree of any 4-year course.
• 3-year experience in Customer Service.
• 2-year experience with Vertiv Customer service environment.
• Customer Focus.
• Action Oriented.
• High Attention to Detail.
• Good communication Skills.
• Able to prioritize and operate proactively.

Responsibilities

• Perform Distributor Rebate Calculations as outlined by their Distributor Agreement with Vertiv.
• Ensure accurate and timely incentive payments to the sales organization by providing monthly commissions and incentive plan analytics, and detailed reporting to stakeholders.
• Design, build, and analyze data on incentive transactions to identify trends and report the incentive compensation and related revenue tools/dashboards.
• Partner with cross-functional teams to support compensation-related inquiries and requests.
• Identify opportunities for process or systems automation and maintain operations and data that drive incentive plans.
• Review and respond to internal/external emails through the commissions inbox and case management tools.
• Manage the commission reconciliation process, researching and resolving issues and disputes.
• Communicate complex topics to senior and regional leaders and build relationships across the sales organization.
• Assign commission using approved methodology and policies and update work instructions as required.
• Own initiatives to streamline processes and adopt new technologies and systems.

Skills

Customer focus

Action Oriented

High attention to detail

Good communication

Proactive prioritization

Education

Bachelor's Degree (4-year)

Tools

PowerBI

Job description

The position will be responsible for Distributor Rebate calculations as outlined by their agreement with Vertiv and follow through with internal Vertiv teams until paid. Position will also be trained in LVO commission dispute resolution for both Policy 100 and Policy 119 claims as well as other commission related tasks as assigned by the manager.

Contribute to key operations and commissions functions within independent and cross-functional team projects. Work with leadership, other internal stakeholders, and external partners to provide best in class customer service. The position requires familiarity with micro-UPS (Uninterruptable Power System), rack enclosure systems, power distribution, and thermal management products. A high level of attention to detail and 98% accuracy on all work completed is required.

This position will provide support to and receive assignments from the LVO Commissions Manager.

JOB RESPONSIBILITIES

• Perform Distributor Rebate Calculations as outlined by their Distributor Agreement with Vertiv.
• Ensure accurate and timely incentive payments to the sales organization by providing monthly commissions and incentive plan analytics, and detailed reporting to stakeholders.
• Responsible for designing and building, including gathering, calculating, and loading, and analyzing data accurately on incentive transactions to identify trends and report the incentive compensation and related revenue tools/dashboards.
• Partner with the project and cross-functional teams to support compensation-related inquiries and requests.
• Identify opportunities for process or systems automation and work with incentive compensation team, commissions systems team to maintain operations and data that drives the sales incentive plans.
• Review and respond to internal and external email correspondence through our commissions email inbox and other case management tools.
• Manage the commission reconciliation process, including researching and resolving issues and disputes.
• Communicate complex topics to senior and regional leaders and build strong relationships at all levels of the sales organization.
• Assign commission using approved methodology and defined policies.
• Update work instructions as required.
• Own and support initiatives geared toward streamlining current processes, creating new processes, and using new technologies and systems.

Value-adding activities to provide insightful interface, improved relationships and committed partnership with and for the customers. Successful delivery of this KRA is determined from the perspective of the customer in relation to business results.

• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• 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 accurately
• Participates in conferences 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.
• Monitors team service level and assists in workload distribution
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.

Effective use of communication and information sharing using the appropriate channels/medium. Provides activities that allow exchange and relay of opinions and insights necessary in the conduct of business.

• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.
• Plans, executes, and manages own workload and projects in cooperation with line leaders.
• Assists in leading team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings
• Manages team common mailboxes and delegates tasks to colleagues
• Gathers data, analyses trend, generates and submits reports to line leaders with recommendations.
• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information and respond to queries/requests coming from different levels.

An ongoing effort to improve products, services, or processes, and the integration of these improvements to standard processes and protocols -- can be applied in a micro (Individual improvement) or macro (organization-wide) level.

• Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary.
• Completes personal individual development plan and implements agreed training/development activities.
• Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management.
• Performs quality checks and provides quality feedback/recommendations to peers.
• Support projects related to quality improvement (such as Think Customer, QMS, etc.)

Individual contribution to further team effectiveness and development towards better efficiency, productivity, support quality and quality of work life.

• Actively participates in team activities and initiatives.
• Fulfil other reasonable duties and projects as required.
• Serves as back-up for next level similar or related function for business continuity.
• Conducts product/process/functional trainings.
• Assists in creating a training plan for new hires.
• Manages/handles at least 1 company/platform/business unit project/initiative.
• Coordinates and networks with other members of the team to complete assigned projects and programs.

Participates in cross-business unit committees as a contributor

JOB QUALIFICATIONS

• Bachelor's Degree of any 4-year course
• 3-year experience in Customer Service
• 2-year experience with Vertiv Customer service environment
• Customer Focus
• Action Oriented
• High Attention to Detail
• Good communication Skills
• Able to prioritize and operate proactively.

Additional / Preferred Qualifications

• PowerBI