Customer Service and Support Associate

Thruway Fasteners•Duluth, GA

5d•Onsite

About The Position

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

Requirements

Self-starter with outgoing personality, positive attitude, and great interpersonal skills.
Clear understanding of the operations of GP, SalesPad and the Intranet
Effectively use Microsoft Office suite: Word and Excel
Ability to work thru conflict constructively
Time management and multitasking
Develop understanding of customers Portal systems
Meticulous attention to detail.
Maintains professional demeanor and appearance at all times
Knowledge of manufacturing environments and Electro/Mechanical hardware
Read, understand and follow all required Work Instruction, Procedures and the Quality Manual related to job functions
Excellent listening skills
Excellent reading comprehension skills
Attention to detail and accuracy
Be a good team player that is willing to help others as needed

Responsibilities

Cultivate and maintain strong relationships with customers
Perform “contract review”
Working ability to read prints and specifications
Follows 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 price
Solving 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 Intranet
Negotiate 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 codes
Review 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 data