Customer Service and Support Lead

Job Description

Job Description

T hruway 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 Support Lead is the day-to-day go to customer service person for our Key, Target and Key-Sub customers. 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. Adept at handling all customer needs including: problem solving, time management skills, processing orders and capable of closing the sale. Must be able to understand customers, stay calm, handle surprises, know when to elevate a challenge to a supervisor and work under pressure.

ESSENTIAL FUNCTIONS

• Solving customer needs, complaints and problems positively, quickly, proficiently and professionally. Customers view this person as their “trusted advisor”. Maintain strong relationships with customers
• Proficiently at contract review, process sales orders via Thruway systems and prepares quotes for customers with proper documentation
  
• Understands the concept of landed cost and can price quotes with appropriate General Manager percentage to remain competitive and maintain profitability
• Understands benchmarks to make request for quotes competitive to the customer
• Quote repeat-buy product with primary and secondary vendors through phone calls, email or web portals. Always use Thruway's purchase order system
• Follow up on quotes to determine missed opportunities
• Reading prints, specifications and contract
• Understand and communicate customers' needs and requirements to internal departments in a professional and efficient manner
• Creates/manages price workbooks and sales sheets for customer within Thruway system
• Product knowledge to facilitate providing the customer with the right product for their application at the best price
• Effectively manage delivery dates through internal system and customer web portals
• Continually review customer usage vs. inventory to meet promise dates and ensure accurate data entry
• Read, follow and understand all necessary work instructions and procedures of Thruway’s quality management system. Foster company cultural belief that quality is every employee’s responsibility
• Strives to meet Thruway’s published performance metrics for the organization including but not limited to: inventory turns, inventory on hand, on time performance and parts per million

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.

• Excellent listening and reading comprehension skills
• Attention to detail and accuracy
• Be a great team player that proactively helps others as needed

KNOWLEDGE, SKILLS & ABILITIES

• Self-starter with outgoing personality, positive attitude, and great interpersonal skills.
• Proficient use Microsoft Office suite: word and excel
• Skilled at working thru conflict constructively
• Excellent time management and ability to multitask
• Proficient understanding of customers portal systems
• Meticulous attention to detail
• Maintains professional demeanor and appearance at all times
• Proficient knowledge of manufacturing environments and Electro/Mechanical hardware
• Proficient understanding of all required Work Instruction, Procedures and the Quality Manual related to job functions. Offers suggestions for improvement to Management.
• Possession of Valid Driver’s License

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: Mon-Fri, 8:00 AM-4:30 PM

Location: Binghamton, NY (On-Site)

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 choice 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 chosen candidate must successfully pass pre-employment background check and drug screen.