Customer Service and Support Associate

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“contractreview”
• Workingabilityto readprintsandspecifications
• FollowsallpricingstrategysetforthbyGM.IdentifiestoGMorOps.Managerlines/documents where Thruway is uncompetitive or underpriced to strategy or customer contract pricing.
• Understandandcommunicatecustomers’needsandrequirementstointernaldepartments (Quality, Sales, Sourcing, Warehouse, Procurement, Management, etc.)
• Useproductknowledgeto getcustomertherightproductfortheirapplicationatthebestprice
• Solvingcustomerneedsandproblemsquicklyandefficiently(buildingrapportandbecominga trusted advisor)
• Preparequotesfor customers(usingprofessionalandproperdocumentation)
• ProcesssalesordersviaThruwayERPsystem(SalesPad,GPand/or Intranet)
• ManagedeliverydatesthroughGPand customerwebportals.
• Identifyandqualifysalesopportunities.
• Quoterepeat-buyproductwithprimaryandsecondaryvendorsthroughphonecalls,emailor web portals.Use Thruway PO quote system on Intranet
• Negotiatewithcustomersasrequired.
• Followupon quotesandtrytofindoutwhyThruwaymayhave missed anopportunity.
• Maintainandfollow customerProjectQualityPlans(PQP’s)
• Processsalesorderreturnsusingcorrect reason codes
• Review customerusagevs.inventoryon-handandon-ordertoensurePromisedatesare met.
• Takeallopportunitiesforthecleaninput andmanagementofcompanydata

REQUIRED COMMUNICATION SKILLS:This Individual must possess a positive attitude and excellent communicationskillsthat willallowforconstantinteractionwithacrosssectionofThruwaystaffand functions from various departments.Employees must possess:

• Excellentlistening skills
• Excellentreadingcomprehensionskills
• Attentiontodetailand accuracy
• Be a goodteamplayerthatiswillingto helpothersas needed

• Self-starterwithoutgoingpersonality,positiveattitude,andgreatinterpersonalskills.
• Clearunderstandingofthe operationsof GP,SalesPad andthe Intranet
• EffectivelyuseMicrosoftOfficesuite:Wordand Excel
• Abilitytoworkthruconflictconstructively
• Timemanagementandmultitasking
• DevelopunderstandingofcustomersPortalsystems
• Meticulousattentiontodetail.
• Maintainsprofessionaldemeanorandappearanceatalltimes
• KnowledgeofmanufacturingenvironmentsandElectro/Mechanicalhardware
• 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 chosen candidate must successfully pass pre-employment background check and drug screen.