Customer Service and Support Associate

Job Description

Job Description

Thruway Fasteners, Inc. is one of the leading distributors of industrial products, supplying hundreds of original equipment manufacturers in 40 states and 28 countries. We help customers increase efficiency, drive growth, and rapidly respond to unique business challenges and opportunities. Thruway utilizes custom technology applications and vast industry specific knowledge to develop unique and flexible product management solutions. Headquartered in North Tonawanda, NY, Thruway has six branch locations across New York, Pennsylvania and Georgia.

POSITION SUMMARY:  The Customer Service and Support Associate receives, verifies and validates request for quotations from an assigned book of sales accounts. Participates in sourcing product through vendors, prepares pricing and lead-time and submittal of formal quotation.

• This individual is a generalist that can perform all the duties of managing their assigned customers quoting, application questions, follow up, expediting, sales orders and sales returns
• This position is cross functional and can back up other Customer Service and Support Associates
• Possess the ability to handle all customer needs including problem solving, time management skills, and processing orders
• Must be able to read customers, stay calm, handle surprises, know when to elevate a challenge to a supervisor and work under pressure

ESSENTIAL FUNCTIONS:

• Cultivate and maintain strong relationships with customers
• Perform “contract review”
• Working ability to read prints and specifications
• Follows all pricing strategy set forth by GM. Identifies to GM or Ops. Manager lines/documents where Thruway is uncompetitive or underpriced to strategy or customer contract pricing.
• Understand and communicate customers’ needs and requirements to internal departments (Quality, Sales, Sourcing, Warehouse, Procurement, Management, etc.)
• Use product knowledge to get customer the right product for their application at the best price
• Solving customer needs and problems quickly and efficiently (building rapport and becoming a trusted advisor)
• Prepare quotes for customers (using professional and proper documentation)
• Process sales orders via Thruway ERP system (SalesPad, GP and/or Intranet)
• Manage delivery dates through GP and customer web portals.
• Identify and qualify sales opportunities.
• Quote repeat-buy product with primary and secondary vendors through phone calls, email or web portals. Use Thruway PO quote system on Intranet
• Negotiate with customers as required.
• Follow up on quotes and try to find out why Thruway may have missed an opportunity.
• Maintain and follow customer Project Quality Plans (PQP’s)
• Process sales order returns using correct reason codes
• Review customer usage vs. inventory on-hand and on-order to ensure Promise dates are met.
• Take all opportunities for the clean input and management of company data

REQUIRED COMMUNICATION SKILLS:  This Individual must possess a positive attitude and excellent communication skills that will allow for constant interaction with a cross section of Thruway staff and functions from various departments. Employees must possess:

• Excellent listening skills
• Excellent reading comprehension skills
• Attention to detail and accuracy
• Be a good team player that is willing to help others as needed

KNOWLEDGE, SKILLS & ABILITIES:

• Self-starter with outgoing personality, positive attitude, and great interpersonal skills.
• Clear understanding of the operations of GP, SalesPad and the Intranet
• Effectively use Microsoft Office suite: Word and Excel
• Ability to work thru conflict constructively
• Time management and multitasking
• Develop understanding of customers Portal systems
• Meticulous attention to detail.
• Maintains professional demeanor and appearance at all times
• Knowledge of manufacturing environments and Electro/Mechanical hardware
• Read, understand and follow all required Work Instruction, Procedures and the Quality Manual related to job functions

WORK ENVIRONMENT

• Occasional travel to other branches, suppliers and training
• Multi-tasking fast paced environment
• Sitting 80% of time, standing and movement 20% of time

Job Type:  Full-time

Schedule: Monday-Friday, 7:30 am-4:30 pm

Location:  Duluth, GA

Thruway Fasteners, Inc. offers a competitive and comprehensive benefit program with an employer contribution for eligible employees: 

• Medical plan options including a Co-Pay plan and High-Deductible Healthcare plans
• Dental (including orthodontic coverage for dependents up to age 19)
• Vision plan with either Davis or VSP networks
• Company paid Basic Life, AD&D and State Disability 
• Health Savings Account (HSA)
• Voluntary life insurance
• Voluntary short-term and long-term disability
• Voluntary critical illness, accident insurance, theft & legal services, hospital indemnity
• Employee Assistance Program
• Paid Time Off
• Paid Holidays
• 401k retirement plan with employer match
• Employee Referral Program 

Thruway Fasteners, Inc. is an Equal Opportunity Employer committed to engaging a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. The cho sen candidate mu st successfully pass pre-employment background check and drug screen.