Customer Service and Support Associate

Thruway Fasteners • Duluth, GA

5d • Onsite

About The Position

The Customer Service and Support Associate manages quoting and customer support for an assigned book of sales accounts. The role receives, verifies, and validates requests for quotations; sources products through vendors; and prepares pricing, lead times, and formal quotations. It is a generalist, cross-functional position that may back up other associates and handles customer quoting, application questions, follow-up, expediting, sales orders, and returns. The associate is expected to solve problems, manage time effectively, remain calm under pressure, recognize when to escalate challenges, and provide professional service.

The position is onsite and in person in Duluth, Georgia, with a Monday–Friday schedule of 7:30 a.m.–4:30 p.m. Occasional travel to other branches, suppliers, and training may be required. The environment is fast-paced and involves multitasking; the role is seated about 80% of the time, with standing and movement about 20% of the time.

Requirements

• Excellent communication skills and a positive attitude for frequent interaction with staff across departments.
• Excellent listening skills.
• Excellent reading comprehension skills.
• Attention to detail and accuracy.
• Ability to work as a team member and help others as needed.
• Self-starter with an outgoing personality, positive attitude, and strong interpersonal skills.
• Clear understanding of ERP systems, SalesPad, and the Intranet.
• Ability to use Microsoft Office, including Word and Excel, effectively.
• Ability to work through conflict constructively.
• Time-management and multitasking skills.
• Ability to develop an understanding of customers’ portal systems.
• Meticulous attention to detail.
• Ability to maintain a professional demeanor and appearance.
• Knowledge of manufacturing environments and electro/mechanical hardware.
• Ability to read, understand, and follow required work instructions, procedures, and the Quality Manual related to job functions.
• Ability to read prints and specifications.
• Ability to stay calm under pressure, solve problems, and recognize when to escalate a challenge to a supervisor.

Responsibilities

• Cultivate and maintain strong customer relationships.
• Perform contract reviews.
• Read prints and specifications.
• Follow pricing strategy established by the General Manager and identify uncompetitive or underpriced lines or documents to the General Manager or Operations Manager.
• Communicate customer needs and requirements to internal departments, including Quality, Sales, Sourcing, Warehouse, Procurement, and Management.
• Use product knowledge to identify suitable products for customer applications at the best price.
• Resolve customer needs and problems quickly and efficiently, building rapport and acting as a trusted advisor.
• Prepare professional, properly documented customer quotations.
• Process sales orders through Thruway ERP systems, including SalesPad, NetSuite, and/or the Intranet.
• Manage delivery dates through Thruway ERP systems and customer web portals.
• Identify and qualify sales opportunities.
• Quote repeat-buy products with primary and secondary vendors by phone, email, or web portals, using the Thruway PO quote system on the Intranet.
• Negotiate with customers as required.
• Follow up on quotations and seek to understand 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 against inventory on hand and on order to ensure promise dates are met.
• Maintain clean input and management of company data.
• Provide backup support to other Customer Service and Support Associates.
• Occasionally travel to other branches, suppliers, and training.

Benefits

• Medical plan options, including Co-Pay and High-Deductible Healthcare plans, with an employer contribution for eligible employees.
• Dental insurance, including orthodontic coverage for dependents up to age 19.
• Vision plan with Davis or VSP networks.
• Company-paid basic life insurance, AD&D, and state disability.
• Health Savings Account (HSA).
• Voluntary life insurance.
• Voluntary short-term and long-term disability.
• Voluntary critical illness, accident insurance, theft and legal services, and hospital indemnity.
• Employee Assistance Program.
• Paid Time Off.
• Paid holidays.
• 401(k) retirement plan with employer match.
• Employee Referral Program.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed