Job Description

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 JOINING A GROWING BUSINESS AND LEADING A TEAM OF TECHNICALLY SOPHISTICATED PROJECT MANAGERS IN A DYNAMIC ENVIRONMENT 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?

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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.

TEAM OVERVIEW

Reporting to the Customer Success Manager under the COO, the Customer Success Team is primarily 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 get orders fulfilled efficiently and accurately. The Customer Success Team is also 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. They are also the first line of support for customer needs and will escalate appropriately as needed. 

THIS ROLE IS PRIMARILY REMOTE WITH THE OPTION FOR IN-PERSON OR HYBRID WORK, AND OCCASIONAL DAYS REQUIRED IN PERSON.

DUTIES AND RESPONSIBILITIES

·       In this role, you will interact directly with our customers and vendors, processing incoming purchase orders, generating quotes, and managing returns and repair requests in addition to a variety of other tasks as needed

·       You will work closely with our sales and operations teams to deliver top-notch customer service in a timely and friendly manner

·       You are responsible for efficiently and accurately reviewing and responding to incoming requests via email and phone, deftly fielding any hurdles, and escalating where 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 and resolve issues, and route feedback

BASIC ROLE REQUIREMENTS

Experience:

·       Bachelor’s degree preferred

·       1-2 years experience in a customer service or customer-facing role (i.e. sales) preferred

Skills and Competencies:

·       Self-starter; able to digest broader team’s goals and work independently

·       Can-do attitude; hands-on team player

·       Advanced computer skills in Microsoft Office (emphasis on Excel)

·       Excellent customer service and conflict resolution skills

·       Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail

·       Excellent verbal and written communications skills

·       Strong problem-solving and decision-making capabilities

·       Comfort fielding high volume of calls daily

·       Demonstrates ability to assess customer needs and deliver appropriate solutions