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 Support Lead will be the "beating heart" of Thruways inside office and 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.

　　ESSENTIAL FUNCTIONS

　　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

　　REQUIRED 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.

　　Excellent listening and reading comprehension skills

　　Attention to detail and accuracy

　　Be a great team player that proactively helps others as needed

　　KNOWLEDGE, SKILLS & ABILITIES

　　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.

　　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

　　Location: Buffalo, NY

　　Compensation: $21.00-$22.00 per hour

　　Thruway Fasteners 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.