Sales Operations & Support Coordinator II - Escalations

Vertiv Co; Mandaluyong; On-site; PHP 424,000 - 670,000; Full time

Job summary

Vertiv Co in Mandaluyong, Philippines, is seeking an Escalations Operations & Support Coordinator II to assist the escalation manager with documentation, tracking, and timely follow-up of critical customer requests. You will maintain the escalation tracker, coordinate with manufacturing plants and internal teams, and prepare summaries and updates for stakeholders.

This role emphasizes operational accuracy and administrative efficiency, requiring strong organizational skills and the ability to

Qualifications

• 2 years minimum exposure in a Sales / Quotation support role ideally within a Manufacturing/Engineering setting with experience gained in liaison with Contractors or Consulting Engineers.
• Hold a related HND/Degree in Engineering/Business coupled with 1 year’s exposure in a Sales / Quotations support role, ideally within a Manufacturing/Engineering setting with experience gained in liaison with Contractors or Consulting Engineers.
• Efficiently organize and manage multiple priorities.
• Possess computer proficiency including familiarity with Microsoft Word and Excel.
• Display a proactive flexible approach to working within a team environment.
• Previous experience in an Electrical Contracting / Engineering/ Estimating background environment though preferable is not essential.
• Excellent attention to detail and accuracy.
• Logical and Methodical approach to role.
• Excellent time management and organization skills.
• Able to work under pressure, prioritizing workload to meet tight deadlines.
• Be able to work independently and as part of a team.

Responsibilities

• Assist with detailed notes, status updates, timelines, and assign action owners as needed in the escalation tracker.
• Respond to and manage the escalation tracker, ensure each escalation is acknowledged and updated with current notes.
• Provide administrative assistance by tracking and organizing escalation requests.
• Prepare and share escalation summaries, updates, or follow-up request emails on behalf of escalation managers.
• Ensure data accuracy for customer updates.
• Follow up with manufacturing plants and internal teams to gather updates or resolution information.
• Escalate delays or risks to escalation managers when timely action is required.
• Maintain clear communication between teams.
• Assist in preparing weekly/monthly escalation status reports.
• Document root causes and resolution outcomes for record-keeping and trend reporting.
• Support basic process improvements by identifying recurring cases or bottlenecks.

Skills

Organization

MS Word & Excel

Team player

Attention to detail

Time management

Independent worker

Education

Engineering/Business degree

Tools

Microsoft Word

Microsoft Excel

Job description

Sales Operations & Support Coordinator II - Escalations

Mandaluyong City, Philippines

Job Description

Position Summary:

The Escalation Support Coordinator provides administrative support to the escalation manager by assisting with critical customer requests. This role ensures accurate documentation, coordination, and communication for all escalations, maintaining the escalation tracker, and supporting timely resolution through follow-up and information management. The role focuses on operational accuracy and administrative efficiency rather than decision-making.

Job Responsibilities:

• Assist with detailed notes, status updates, timelines, and assign action owners as needed in the escalation tracker.
• Respond to and manage the escalation tracker, ensure each escalation is acknowledged and updated with current notes.
• Provide administrative assistance by tracking and organizing escalation requests.
• Prepare and share escalation summaries, updates, or follow-up request emails on behalf of escalation managers.
• Ensure data accuracy for customer updates.
• Stakeholder Coordination
  • Follow up as needed with manufacturing plants and internal teams (Planning, Logistics, Quality, Supply Chain) to gather updates or resolution information.
  • Escalate delays or risks to escalation managers when timely action is required.
  • Maintain clear communication between teams.
• Reporting & Documentation
  • Assist in preparing weekly/monthly escalation status reports.
  • Document root causes and resolution outcomes for record-keeping and trend reporting.
  • Support basic process improvements by identifying recurring cases or bottlenecks.

Qualifications:

• 2 years minimum exposure in a Sales / Quotation support role ideally within a Manufacturing/Engineering setting with experience gained in liaison with Contractors or Consulting Engineers.
• Hold a related HND/Degree in Engineering/Business coupled with 1 year’s exposure in a Sales / Quotations support role, ideally within a Manufacturing/Engineering setting with experience gained in liaison with Contractors or Consulting Engineers.
• Efficiently organize and manage multiple priorities.
• Possess computer proficiency including familiarity with Microsoft Word and Excel.
• Display a proactive flexible approach to working within a team environment.
• Previous experience in an Electrical Contracting / Engineering/ Estimating background environment though preferable is not essential.
• Excellent attention to detail and accuracy.
• Logical and Methodical approach to role
• Excellent time management and organization skills
• Able to work under pressure, prioritizing workload to meet tight deadlines.
• Be able to work independently and as part of a team.

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

OUR BEHOVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example

About the Team

Work Authorization

Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.