Sales Operations & Support Coordinator II (escalations)

Join A High-Performance Culture

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and 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 titles—it's 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, you'll have the opportunity to expand your expertise and grow your career.

A Place for Everyone: Our commitment to inclusion ensures that all employee's 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 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

• 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

• Bachelor's 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 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
• 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