Procurement and Order Management Specialist

Customer Success Representative

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 for end users including public safety, transportation, utilities, and the federal government. The company has earned its reputation for delivering high-quality products and services over its 40+ year history. In February 2023, Eastern acquired RACOM Corporation (Marshalltown, Iowa), and in November 2025, acquired PMC Wireless. It now comprises 240 employees across 16 locations nationwide.

Job Summary

The Customer Success Team is the first line of support for customer needs. The team handles customer-facing interactions and resolutions, reviews and processes purchase orders, procures products and services from vendors, generates customer quotes, and resolves post-sale repair/return/replacement requests between customers and vendors. The team works closely with Sales on customer service issues and with Production Operations on internal operational needs to improve fulfillment efficiency and accuracy. The Customer Success Team also maintains and updates internal data in the ERP system and serves as the primary source of orders-related information, responding to phone and email requests from internal and external stakeholders.

Responsibilities

• Interact directly with customers and vendors by processing incoming purchase orders, generating quotes, and managing returns and repair requests.
• Work closely with Sales and Operations teams to deliver timely, friendly, top-tier customer service.
• Review and respond efficiently and accurately to requests via email and phone, overcoming obstacles and escalating when needed.
• Understand vendor product lines, identify and resolve product-related issues, and answer questions at a high level.
• Use creative solutions to answer customer questions, provide guidance, troubleshoot, resolve issues, and route feedback appropriately.
• Review, prioritize, and process incoming customer purchase orders in the ERP system while following customer and vendor requirements and instructions.
• Make order revisions as needed, including part number, pricing, and quantity changes.
• Thoroughly understand customer needs, vendor requirements, product lines, and business processes when processing orders and placing POs with vendors.
• Prepare and issue purchase orders, ensuring accuracy and updating details as needed.
• Generate price quotes for customers.
• Manage post-sale repairs and returns, including submitting repair/return requests to vendors, communicating decisions and work performed to customers, and preparing paperwork for Finance to bill and/or issue credit memos.

Basic Role Requirements

• Bachelor’s degree required.
• 1–2 years of experience in a procurement or operations role.
• Strong critical thinking and analytical skills, including the ability to assess ambiguous situations, weigh trade-offs, and reach sound conclusions independently.
• Proven ability to handle multiple priorities, organize workload, and meet deadlines in a fast-paced environment.
• Ability to assess customer needs, diagnose root causes of complex issues, and deliver appropriate solutions.
• Excellent verbal and written communication skills with strong attention to detail.
• Advanced computer skills in Microsoft Office, especially Excel.
• Excellent record of customer conflict resolution.

Benefits

• Health, dental, and vision insurance.
• 401(k) and company match.
• Paid holidays, vacation, sick days, and parental leave.
• Ongoing technical training and advancement opportunities.
• Company-provided uniforms.
• Safe, clean, and friendly work environment.