Sales Operations & Support Senior Coordinator

Vertiv Co; Mandaluyong; On-site; PHP 400,000 - 640,000; Full time

Job summary

Vertiv Co in Metro Manila is seeking a Senior Coordinator – Order Entry to handle complex order entry tasks across channels and accounts, ensuring accuracy and timely processing within the Order-to-Cash cycle.

You will validate CPQ quotes, generate invoices, assist with escalations, coach peers, and contribute to continuous improvement while coordinating with cross-functional teams.

Qualifications

• Bachelor’s degree of any 4-year course.
• 3-5 years of experience in Customer Service.
• 2 years of experience with Vertiv Customer Service environment.
• Customer Focus.
• Action Oriented.
• High Attention to Detail.

Responsibilities

• Reviews purchase orders for Vertiv product orders within 24 hours turnaround.
• Reviews CPQ quote to ensure order accuracy.
• Processes after-invoice adjustments promptly to avoid credit holds.
• Generates proforma invoice and Order Acknowledgement as requested.
• Handles Return Materials Authorization promptly to avoid credit holds.
• Performs reporting tasks and supports line leaders as needed.
• Coordinates with other teams to fulfill customer requests.
• Monitors order progress and communicates status to customers.
• Assists colleagues with escalations and complex inquiries.
• Delivers process improvements to strengthen efficiency and customer experience.

Skills

Customer Focus

Action Oriented

High Attention to Detail

Education

Bachelor’s Degree

Job description

Position Summary: The Senior Coordinator – Order Entry is responsible for executing complex order entry tasks, ensuring accuracy, compliance, and timely processing across Channel, AC Power, Thermal, and GSA accounts. The role supports the Order‑to‑Cash cycle by performing advanced order validations, milestone billing, and handling complex SFA/ETO configurations. As an escalation and subject‑matter resource, the Senior Coordinator resolves complex customer issues, ensures adherence to order quality standards, supports junior coordinators through coaching and knowledge sharing, and contributes to continuous improvement initiatives that strengthen operational efficiency and customer experience.

Job Responsibilities:

• Reviews purchase orders all Vertiv product orders within the required turnaround time of not exceeding 24 hours.
• Reviews CPQ quote to ensure accuracy of order versus submitted PO.
• Processes after-invoice adjustments in a prompt manner to avoid unnecessary credit hold to customers.
• Generate proforma invoice and Order Acknowledgement as requested.
• Processes Return Materials Authorization 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 fulfillment of and in relation to essential functions.
• Performs milestone billing on Project Orders based on assigned Global Strategic account.
• Ensures Order-to-Cash processes are completed efficiently.
• 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 accurate.
• 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 assist in workload distribution.
• Assists colleagues in answering general escalations from customers.
• Handles specialized queries from customers.
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Reviews Alice reports to monitor sales order progress, backlog, identify order delays, shipment holds, and contract and credit holds, and take necessary steps to notify customers.
• 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.
• Responds to all order inquiries from Management, Manufacturing, Traffic, Material.
• Expedites orders through communication to all Order Fulfillment departments to meet the customer’s requirements.
• Assists other departments in resolving customer issues related to order processing.
• Assists other departments in resolving customer issues related to billing and invoices.

Qualifications:

• Bachelor’s Degree of any 4-year course
• 3-5 year experience in Customer Service
• 2-year experience with Vertiv Customer service environment
• Customer Focus
• Action Oriented
• High Attention to Detail