Customer Service and Support Associate

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Full Time Customer Service Duluth, GA, US

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”
• Workingability to readprintsandspecifications
• FollowsallpricingstrategysetforthbyGM.IdentifiestoGMorOps.
  
  Manager lines/documents where Thruway is uncompetitive or under priced to strategy or customer contract pricing.
• Understandandcommunicatecustomers’needsandrequirementstointernaldepartments (Quality, Sales, Sourcing, Warehouse, Procurement, Management, etc.)
• Useproductknowledgeto getcustomertherightproductfortheirapplicationatthebestprice
• Solvingcustomerneedsandproblemsquicklyandefficiently(buildingrapportandbecominga trusted advisor)
• Preparequotesfor customers(usingprofessionalandproperdocumentation)
• Processsalesordersvia
  
  ThruwayERPsystem(Sales Pad,GPand/or Intranet)
• ManagedeliverydatesthroughGPand customerwebportals.
• Identifyandqualifysalesopportunities.
• Quote repeat-buyproductwithprimaryandsecondaryvendorsthroughphonecalls,emailor web portals.
  
  Use Thruway PO quote system on Intranet
• Negotiatewithcustomersasrequired.
• Follow upon quotesandtrytofindoutwhy
  
  Thruwaymayhave missed an opportunity.
• Maintainandfollow customer
  
  Project Quality Plans (PQP’s)
• Processsalesorderreturnsusingcorrect reason codes
• Review customerusagevs.inventor yon-handandon-ordertoensure
  
  Promisedatesare met.
• Takeallopportunitiesforthecleaninput andmanagementofcompanydata

REQUIRED COMMUNICATION

SKILLS:

This Individual must possess a positive attitude and excellent communicationskillsthat will allowforconstantinteractionwithacrosssectionof

Thruwaystaffand functions from various departments.

Employees must possess:

• Attentiontodetailand accuracy
• Be a goodteamplayerthatiswillingto helpothersas needed

• Self-starterwithoutgoingpersonality,positive attitude,andgreatinterpersonalskills.
• Clearunderstandingofthe operations of GP,Sales Pad andthe Intranet
• Effectively use Microsoft Office suite :
  
  Wordand Excel
• Abilitytoworkthruconflictconstructively
• Timemanagementandmultitasking
• Developunderstandingofcustomers Portalsystems
• Meticulousattentiontodetail.
• Maintainsprofessionaldemeanorandappearanceatalltimes
• Knowledgeofmanufacturingenvironmentsand Electro/Mechanical hardware
• Read,…