The Role
Serve as first-line customer contact to process purchase orders, generate quotes, procure from vendors, and manage repairs/returns. Maintain ERP data, collaborate with sales and operations to resolve product issues, revise orders, prepare POs, and coordinate billing/credit memos while delivering timely customer service.
Summary Generated by Built In
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 in November 2025, acquired PMC Wirelss. It now comprises 240 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. The Customer Success Team is responsible for maintaining and updating internal data in our ERP system and being responsive to phone and email requests both internally and externally as the primary source of orders-related information.
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.
Basic Role Requirements
- Bachelor's degree required
- 1-2 years' experience in a procurement or operations role with an excellent record of customer conflict resolution
- Strong critical thinking and analytical skills, with the ability to assess ambiguous situations, weigh trade-offs, and reach sound conclusions independently
- Proven ability to effectively handle multiple priorities, organize workload, and meet deadlines in a fast-paced environment
- Ability to assess customer's needs, diagnose root causes of complex issues, and deliver appropriate solutions
- Excellent verbal and written communication skills with a strong attention to detail
- Advanced computer skills in Microsoft Office, especially Excel
Benefit Offerings
- Health, dental and vision insurance
- 401k and company match
- Paid holidays, vacation, sick days, and parental leave
- Ongoing technical training
- Advancement opportunities
- Company-provided uniforms
- Safe, clean & friendly work environment
Skills Required
- Bachelor's degree
- 1-2 years experience in procurement or operations with customer conflict resolution
- Advanced computer skills in Microsoft Office, especially Excel
- Experience using ERP systems and maintaining internal order data
- Strong critical thinking and analytical skills
- Proven ability to manage multiple priorities and meet deadlines
- Ability to assess customer needs, diagnose root causes, and deliver solutions
- Excellent verbal and written communication and attention to detail
- Familiarity with vendor product lines and handling returns/repairs
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The Company
What We Do
Eastern Communications Ltd. is a leading provider of mission-critical communications technology, services, and infrastructure in North America. Headquartered in New York, the company supports public safety, utilities, transportation, and federal markets by ensuring reliable connectivity for personnel in the field. With over six decades of experience, they specialize in wireless trunking, system design, and rapid-response maintenance to ensure critical communication readiness for their partners.
