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Procurement and Order Management Specialist

Marshalltown, United States

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

RACOM was established in 1972 and designs, sells, installs, and maintains all of the technologies used in the “second half of the 911 response equation” — from the time an emergency dispatcher answers a 911 call to the time police, fire and ambulances arrive on scene, supporting specialized phone systems, pagers, radios, and voice recorders to warning lights and sirens.

RACOM has earned its exceptional reputation for delivering the highest quality products and services over its 40+ year history. In February 2023, Eastern Communications acquired RACOM corporation, and now comprises 250 employees across 17 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.