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About the Role
Eastern Communications, Ltd. is seeking a Customer Success Team member to serve as the first line of support for customer needs, handling customer-facing interactions, order processing, and issue resolution for a nationally established business.
Responsibilities
- Interact directly with customers and vendors, processing purchase orders, generating quotes, and managing returns and repair requests.
- Collaborate with sales and operations teams to provide timely and friendly customer service.
- Efficiently and accurately respond to email and phone requests, escalating issues when necessary.
- Understand vendor product lines to identify and resolve product-related issues.
- Develop creative solutions to answer customer questions, provide guidance, troubleshoot, and resolve issues.
- Process customer purchase orders in the ERP system, adhering to customer and vendor requirements.
- Revise orders as needed, including changes to part numbers, pricing, and quantities.
- Thoroughly understand customer needs, vendor requirements, product lines, and business processes when processing orders and placing POs.
- Prepare and issue accurate purchase orders, making revisions as needed.
- Generate price quotes for customers.
- Manage the post-sale repairs and returns process, including submitting requests to vendors, communicating with customers, and preparing paperwork for Finance.
Requirements
- 1-2 years' experience in a procurement or operations role with excellent customer conflict resolution.
- Strong critical thinking and analytical skills to assess ambiguous situations 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 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.
Skills
- Customer conflict resolution
- Critical thinking
- Analytical skills
- Problem-solving
- Prioritization
- Organization
- Time management
- Communication skills
- Attention to detail
- Microsoft Office
- Microsoft Excel
Location
- Long Island City, Queens, NY
- Marshalltown, Iowa
- Nationwide
Work Type
- Full-time
Experience Level
- 1-2 years
Education Level
- Bachelor's degree
Salary/Compensations
- $20 - $29 an hour
Benefits
- 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
About the Company
- Eastern Communications, Ltd. is a critical communications provider founded in 1976, specializing in infrastructure, technical services, field replacement parts, and maintenance for public safety, transportation, utilities, and the federal government.
- The company has a 40+ year history of delivering high-quality products and services.
- Eastern Communications has expanded through acquisitions, now comprising 240 employees across 16 locations nationwide.