Customer Service and Support Associate

Customer Service And Support AssociateThruway 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.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 returnsThis position is cross functional and can back up other Customer Service and Support AssociatesPossess the ability to handle all customer needs including problem solving, time management skills, and processing ordersMust be able to read customers, stay calm, handle surprises, know when to elevate a challenge to a supervisor and work under pressureEssential Functions:Cultivate and maintain strong relationships with customersPerform "contract review"Working ability to read prints and specificationsFollows 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 priceSolving 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 IntranetNegotiate 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 codesReview 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 dataRequired 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 skillsExcellent reading comprehension skillsAttention to detail and accuracyBe a good team player that is willing to help others as neededKnowledge, Skills & Abilities:Self-starter with outgoing personality, positive attitude, and great interpersonal skills.Clear understanding of the operations of GP, SalesPad and the IntranetEffectively use Microsoft Office suite: Word and ExcelAbility to work thru conflict constructivelyTime management and multitaskingDevelop understanding of customers Portal systemsMeticulous attention to detail.Maintains professional demeanor and appearance at all timesKnowledge of manufacturing environments and Electro/Mechanical hardwareRead, understand and follow all required Work Instruction, Procedures and the Quality Manual related to job functionsWork Environment:Occasional travel to other branches, suppliers and trainingMulti-tasking fast paced environmentSitting 80% of time, standing and movement 20% of timeJob Type: Full-timeSchedule: Monday-Friday, 7:30 am-4:30 pmLocation: Duluth, GAThruway Fasteners, Inc. offers a comprehensive benefit program for eligible employees including; medical, dental, vision, life insurance, disability plans, accident protection, critical illness, legal shield/ID shield plans, Paid Time Off, Paid Holidays, and 401k retirement plan with employer match.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.