Sales Operations & Support Lead Coordinator

Lead Coordinator – Order Management

Join a high-performance culture that drives innovation and excellence. 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 Lead Coordinator – Order Management is a senior-level role responsible for driving operational excellence across the end-to-end Order-to-Cash process. This position supports high-value and complex order flows (~$50M+) involving resellers, OEMs, and direct customers, while leading coordination efforts with internal and external stakeholders to ensure order accuracy, fulfillment readiness, and issue resolution.

Beyond core processing duties, the Lead Coordinator plays a pivotal role in mentoring junior team members, enforcing quality assurance standards, and actively participating in process improvement initiatives. The role also involves leading regular calls with cross-functional teams (Sales, Production, Engineering, Logistics, and Finance) to maintain order hygiene and resolve systemic or high-impact issues. This position demands strong functional knowledge, sound analytical thinking, a detail-oriented mindset, and the ability to lead through influence in a dynamic, collaborative environment.

Functional Expertise & Order Management Execution Oversight:

Accurately manage and process complex and specialized customer orders, including configuration changes, rebuild/repair orders, VIP and non-standard requests.

Review and validate critical customer data—purchase orders, pricing, part numbers, quantities, and descriptions—to ensure order completeness and compliance with product and pricing guidelines.

Monitor and process Return Materials Authorizations (RMA), after-invoice adjustments, and MCORs involving ship-loose items and additional services efficiently to prevent shipment delays or credit holds.

Stakeholder Communication & Cross-Functional Leadership:

Lead recurring operational meetings and calls with Sales, Production, Finance, and other stakeholders to ensure alignment on order status, Scheduled Ship Dates (SSD), and resolution of fulfillment challenges.

Serve as the first escalation point for complex or urgent order-related issues, coordinating timely and effective resolution across departments.

Act as a liaison between back-office order management and frontline teams, ensuring transparency, clear communication, and responsiveness to business needs.

Monitoring, Reporting & Issue Resolution:

Maintain rigorous order hygiene by monitoring SSD alignment, backlog push-outs, and unprocessed order queues.

Proactively escalate and follow up on critical issues impacting manufacturing, shipment schedules, or customer commitments.

Analyze order trends, discrepancies, and operational data, producing weekly and ad hoc reports with actionable insights for management and stakeholders.

Mentoring & Quality Assurance:

Mentor junior coordinators by sharing best practices, offering guidance on handling complex scenarios, and reinforcing adherence to established processes.

Conduct peer reviews and participate in quality audits to ensure accuracy, consistency, and compliance with order management standards.

Foster a culture of accountability, continuous learning, and operational excellence within the team.

Process Improvement & Operational Excellence:

Proactively identify process inefficiencies, system gaps, or recurring issues; collaborate with process owners and leadership to propose and implement practical solutions.

Support and lead process improvement initiatives focused on reducing cycle times, minimizing errors, and enhancing customer and internal stakeholder experiences.

Assist in testing, validating, and rolling out enhancements to order management tools, systems, and procedures to optimize operations.

Qualifications & Skills:

• Bachelor's degree in Business, Supply Chain, Engineering, or related discipline preferred.
• Minimum 6+ years of experience in order management within manufacturing or engineering industries, including supervisory or lead responsibilities.
• Deep knowledge of ERP systems (Oracle, SAP, or equivalent), BOM structures, and order configuration tools.
• Strong analytical skills with keen attention to detail and problem-solving capabilities.
• Excellent communication, stakeholder management, and leadership skills.
• Proven ability to manage escalations and lead cross-functional teams toward resolution.
• Experience in shared services or back-office models strongly preferred.
• Proficiency in MS Excel and reporting tools (e.g., Power BI) advantageous.