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Thruway · 3 months ago

Customer Service and Support Lead

North Tonawanda, NY, US

Full-time

Onsite

Mid Level

$21/hr - $23/hr

Thruway Fasteners, Inc. is a leading distributor of industrial products, providing solutions to original equipment manufacturers across the United States and beyond. The Customer Service and Support Lead is responsible for managing customer relationships, processing orders, and addressing customer needs to ensure satisfaction and efficiency in operations.

AutomotiveManufacturingTransportation

Responsibilities

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

Qualification

Customer relationship managementSales order processingContract reviewMicrosoft Office proficiencyConflict resolutionTime managementUnderstanding customer needsManufacturing knowledgeQuality management understandingInterpersonal skillsAttention to detailTeam player

Required

Excellent listening and reading comprehension skills

Attention to detail and accuracy

Be a great team player that proactively helps others as needed

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

Possession of Valid Driver's License

Must be able to understand customers, stay calm, handle surprises, know when to elevate a challenge to a supervisor and work under pressure

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

Creates/manages price workbooks and sales sheets for customer within Thruway system

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