Sales Operations & Support Lead Coordinator

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.

Position Summary:

The Lead Coordinator manages end-to-end mis-shipment and freight claim cases, ensuring timely investigation, complete documentation, and accurate resolution. The role serves as the main escalation point for complex issues and collaborates with Customer Service, Sales, Logistics, Quality, and Plant teams to drive corrective actions and provide clear updates to stakeholders.

This position maintains audit-ready records, prepares regular reports on case trends, and identifies recurring issues to support process improvements. It also provides people leadership—overseeing workload distribution, mentoring junior coordinators, and ensuring consistent quality, SLA adherence, and operational excellence across the team.

Job Responsibilities:

• Mis-shipment and Freight Claim Order Processing.
• Investigate and validate mis-shipment/freight claims.
• Assemble complete evidence packages (POD, photos, BOL, shipment details).
• Coordinate with Customers, Customer Service, Shipping, and Quality.
• Issue corrective actions such as re-shipments, replacements, or returns.
• Ensure on-time documentation within carrier filing windows; communicate statuses and next steps to stakeholders.
• Provide customers and internal teams with clear status updates and next steps.
• Own and resolve complex or escalated mis-shipment and freight claim cases.
• Exercise judgment within policy for non-standard recovery scenarios.
• Customer and Cross-Functional Communication
• Act as the primary point of contact for mis-shipment and freight-cases updates.
• Collaborate with Sales, OM, Logistics, Plant, and Quality to resolve operational issues.
• Provide proactive updates, issue summaries, and recommended actions.
• Reporting, Documentation & Compliance
• Maintain accurate records, case logs, and audit-ready documentation.
• Prepare monthly reports summarizing case trends and issue types.
• Support continuous improvement by identifying recurring issues and operational gaps.
• Follow established timelines to avoid missed filing windows.
• Ensure claim submissions meet documentation and carrier filing requirements.
• Perform quality checks and peer reviews on claim documentation.
• Analyze order trends, discrepancies, and operational data, producing weekly and ad hoc reports with actionable insights for management and stakeholders.
• People Management
• Oversee workload distribution, SLA adherence, and quality standards.
• Mentor junior coordinators by sharing best practices, offering guidance on handling complex scenarios, and reinforcing adherence to established processes.
• Serve as the escalation point for people and case-related issues.
• Serve as back-up for leadership functions or peers to ensure continuity during absences or peak load.
• Foster a culture of accountability, continuous learning, and operational excellence within the team.

Qualifications:

• Bachelor's degree or equivalent experience in Business, Supply Chain, Logistics, or Customer Service.
• Experience with North America carriers and supporting documentation standards.
• At least 5 years in Order Management, Logistics, Customer Service, or Claims coordination (B2B).
• Knowledgeable in ERP/CRM (e.g., Oracle/SAP, Salesforce or similar); TMS/carrier portals (e.g., RXO Connect or Equivalent).
• 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.

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

• 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