Customer Service and Support Lead

Thruway Fasteners•City of North Tonawanda, NY

38d•Onsite

About The Position

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.

Requirements

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. Offers suggestions for improvement to Management.
Possession of Valid Driver’s License

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