Order Management Senior Coordinator

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.

Position Summary:

The Senior Coordinator Order Management plays a critical role in supporting the seamless execution of the Order-to-Cash process by ensuring the accurate and timely processing of complex and high-volume sales orders ($50M) across diverse customer segments including resellers national VARs OEMs and direct end-users. This role enhances operational efficiency supports sales effectiveness and safeguards customer satisfaction by balancing business objectives with customer requirements. Through deep functional expertise attention to detail and sound analytical thinking the coordinator ensures order integrity resolves fulfillment issues and drives alignment between cross-functional teams to uphold delivery commitments and strengthen long-term customer relationships.

Job Responsibilities:

• Process standard and complex change order requests (Channel AC Power and Thermal Vertiv Products) in accordance with product pricing and configuration guidelines.
• Handle configuration change orders rebuild/repair requests and Return Materials Authorizations (RMAs) promptly to prevent shipment or credit delays.
• Process change orders for major accounts VIP and GSA customers and MCORs involving ship-loose components and additional services accurately and within defined timelines.
• Verify completeness and accuracy of customer purchase orders by validating part numbers pricing addresses quantities and item descriptions.
• Interpret and apply Bills of Materials (BOM) standard configurations and auto-config tools for accurate product setup across all lines.
• Identify and process SFA (Special Features Authorization) / ETO (Engineered-to-Order) items based on complexity and system handling requirements.
• Respond to specialized customer queries providing accurate information and resolution with urgency and professionalism.
• Investigate and resolve AR-related disputes and after-invoice adjustments to avoid credit holds and maintain customer confidence.
• Assist customers with issue handling follow-ups and timely closure of open cases.
• Participate/lead in customer/LVO calls and discussions to clarify order issues update progress and ensure transparency.
• Implement quality and error-proofing practices to reduce rework and transaction errors.
• Support service-level performance by completing workload on time and assisting in workload balancing within the team.
• Review and monitor order progress using internal systems (e.g. Alice PowerBI) to flag and address shipment delays backlog issues and order holds.
• Coordinate with Sales Finance Engineering Logistics and other internal stakeholders to resolve holds or issues that may impact manufacturing shipping or invoicing.
• Lead or contribute to team huddles and internal meetings sharing updates best practices and relevant process or product changes.
• Respond to order inquiries from internal teams and manage shared mailboxes ensuring timely and appropriate task assignment.
• Expedite order fulfillment by liaising across departments to resolve blockers and meet customer delivery requirements.
• Use communication tools such as flowcharts and process diagrams to clearly convey information and support stakeholder decision-making.
• Prepare and submit transaction trackers reports and analysis as required by leadership.
• Monitor order hygiene by ensuring SSDs (Scheduled Ship Dates) are aligned with customer-requested dates and that delays are proactively communicated.
• Escalate critical order issues to leadership or cross-functional teams to prevent disruption to order fulfillment or revenue recognition.
• Extract scrub and analyze order data to generate and present meaningful reports (weekly or as needed) with recommendations for stakeholders.
• Conduct quality checks on processed transactions and provide constructive feedback to improve team accuracy and efficiency.
• Participate in or support projects focused on process enhancement system optimization or service quality improvement.
• Collaborate with other business units to identify process gaps and propose solutions that drive better operational outcomes.
• Provide guidance mentorship and direction to junior team members in handling complex orders or escalations.
• Conduct training sessions and contribute to training plans for new hires or process updates.
• Serve as backup for leadership functions or peers to ensure continuity during absences or peak load.
• Collaborate on team initiatives cross-functional projects and interdepartmental programs.
• Actively participate in team-building activities meetings and knowledge-sharing sessions.
• Support team leads in identifying and addressing performance trends challenges and development opportunities.

Qualifications:

• Bachelors degree in Business Administration Supply Chain Engineering or a related field preferred.
• Minimum 3 years of relevant work experience in order management or operations support customer service in an engineering or manufacturing environment.
• Strong functional expertise in order processing systems and ERP tools (e.g. Oracle SAP).
• Proficient understanding of Bills of Materials (BOM) configuration management and change control processes.
• Demonstrated analytical thinking and problem-solving abilities with a high attention to detail.
• Effective communication skills with the ability to collaborate across multiple departments and levels.
• Ability to handle multiple priorities in a fast-paced deadline-driven environment.
• Experience working in a back-office or shared service model is a plus.

The successful candidate will embrace Vertivs 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
• Innovation
• Financial Strength

OUR BEHAVIORS

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