Procurement and Order Management Specialist

Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?
Does the prospect of serving as the first line of contact for a growing customer base in a nationally established, multi-location business appeal to you?
Are you an independent, self-motivated, individual contributor also capable of rolling up your sleeves and supporting your teammates when unexpected challenges arise?
Company Overview
Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 40 year history. In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM corporation, and now comprises 200 employees across 16 locations nationwide.

Job Description
The Customer Success Team is the first line of support for our customer’s needs. They are responsible for customer-facing interactions and resolutions, as well as the review and processing of purchase orders, procuring products and services from our vendors, generating quotes for our customers, and resolving repair/return/replacement requests post-sale between our customers and vendors. The Customer Success Team works closely with both our sales team on customer service issues, as well as our Production Operations Team on internal operational issues to increase efficiency and accuracy of fulfillment.

Responsibilities Include but are not limited to the following:

• Interact directly with our customers and vendors, processing incoming purchase orders, generating quotes, managing returns, repair requests, and other miscellaneous tasks
• Work closely with our sales and operations teams to deliver top-notch customer service in a timely and friendly manner
• Review and respond efficiently and accurately to incoming requests via email and phone, fielding any hurdles, and escalating when needed
• Understand our vendors’ product lines and be able to identify and resolve product-related issues and answer questions at a high level
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot, resolve issues, and route feedback
• Review, prioritize, and process incoming customer purchase orders in our ERP system, being mindful of customer and vendor requirements and instructions
• Make order revisions as needed, including part number, pricing, and quantity changes
• Thoroughly understand customer needs, vendor requirements and product lines, and business processes when processing orders and placing POs with vendors
• Prepare and issue purchase orders, ensuring accuracy in all details and making revisions as needed
• Generate price quotes for customers
• Manage the repairs and returns process for post-sale equipment issues, including submitting repair/return requests to vendors, communicating decisions and work done to customers, and preparing paperwork for Finance to bill and/or issue credit memos
  
  
  
  
  

Benefit Offerings

• Helth, dental and vision insurance
• 401k and company match
• Paid holidays, vacation, sick days, and parental leave
• Ongoing technical training
• Advancement opportunities
• Company-provided uniforms and safety equipment
• Safe, clean & friendly work environment
  
  
  
  
  

Expected Salary Range