Supervisor Sales Operations And Support

Job Description

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 Supervisor for Order Management is responsible for making sure all orders are processed in a timely manner. This position provides support to the order management team taking second level escalations. He/she manage the daily operations of assigned teams, assist Operations Manager in improving team productivity and efficiency and support business groups in identifying areas for improvement and drive key business metrics.

Job Responsibilities

Staff Management and Development

• Evaluates individual performance and conducts performance discussions to keep everyone on track
• Performs regular coaching to enhance the performance of staff and encourage participation in decision making.
• Adheres to the regularization, performance appraisal, semi-annual performance review, rewards and recognition and other people related policies and guidelines
• Determines employees capabilities and improvement areas
• Identifies functional /behavioral training & development needs of employees to support team goals and objectives
• Completes individual development plans of employees based on the company guidelines and implements agreed training/ development activities
• Monitors effectiveness of the development plan and supports employees in the application of learning to the job
• Plans, organizes and coordinates team activities to enhance team camaraderie employee engagement
• Monitors adherence to the ethics and code of conduct and implements disciplinary action in compliance with the requirement for due process
  
  

Operations Management

• Ensures the Service Level Agreements are on target
• Participates in goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the overall business
• Accountable for the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
• Submits period reports on metrics/KPIs/Dashboards to determine performance against the SLAs of the team.
• Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit.
• Monitors schedules of employees to ensure proper shift coverage
• Plans, assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
• Implements policies on the filing, documenting and approval of time and attendance administration
• Identifies and documents changes in the roles, responsibilities, accountabilities, and workload of employees to properly determine volume headcount ratio, work scope
  
  

Functional Expertise

• Acts as back-up if volume is high (i.e. takes escalation/non-escalation calls, provides email support, and/or handles support work tickets/transactions).
• Disseminates product/process updates to staff.
• Responds timely and accurately to the escalations of the staff support.
• Anticipates and foresees the requirements of customers based on previous data and precedents.
• Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone/independently.
  
  

Internal Communication

• Understands and seeks critical information and data needed by the team
• Communicates policies, programs and decisions that affect employees
• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products, processes, business and team performance, and others
• Conducts team meetings to address issues and concerns, escalations, improve processes and others
• Collaborates and networks with other leads to complete assigned projects and programs
• Keeps management informed and updated on matters affecting their team morale and performance
  
  

Customer Management

• Generates reports based on team deliverables and present to management and counterparts
• Escalates specific issues and provides recommendation to customers to address them
• Assists direct reports in resolution of escalations on the area of specific support
• Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
• Schedules, coordinates, and facilitates customer communication.
• Works closely with counterparts/POCs to identify and address loopholes and process gaps.
• Support projects related to quality and process improvement (such as Think Customer, QMS, Lean Office etc.) and handles tasks to support the objectives of the management
• Participates in business conference calls
  
  

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
  
  

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

---