Sales Operations & Support Coordinator II (Escalations)

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv we dont just hire talentwe cultivate leaders who drive innovation and engage teams to push the limits of whats possible. As a global leader in critical digital infrastructure we are scaling up to meet the demands of AI data centers and next-gen technologyand 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 titlesits 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 youll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone:Our commitment to inclusion ensures that all employees unique strengths and perspectives are valued. Your voice matters your growth is prioritized and your success is celebrated.

Job Summary

The Escalation Support Coordinator provides administrative support to the escalation manager by assisting with critical customer 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

• Escalation Administration & Tracker Management
  • 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.
• Support Escalation Managers
  • 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

• Bachelors degree in Business Administration Operations or related field (or equivalent work experience).
• 2-year experience in Customer Service or equivalent.
• Background in administrative support coordination order management or service operations preferred.
• Experience with escalation tracking tools and MS Office (especially Excel) is beneficial.

The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety.Integrity. . Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development