Customer Service and Support Manager

Thruway Fasteners•Town of Vestal, NY

14h•$62,354 - $72,000•Onsite

About The Position

The Customer Service and Support Manager is the day-to-day go to person to ensure customer satisfaction for our most important Key, Target, and Key-Sub customers. This individual will work toward continuous improvement and personal growth while being a leader through example of company core values, mission and vision. Collaborates with GM, Operations, Warehouse, Sales and Quality on all branch activities and financial metrics. Customers service problem solving and back-up to internal customer service staff.

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.
Delegation skills - when necessary, delegate non-core responsibilities to team members
Proficient use Microsoft Office suite: word and excel
Can perform excel VLOOKUP functionality
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

Manage workflow to assist customer service staff in balancing priorities, providing backup support if needed and ensuring that all work is accomplished with an appropriate sense of urgency
Shares knowledge and trains best practices with all customer service team members on a daily basis
Identifies areas of improvement and works with team to close gaps
On a quarterly basis, ensure all customer service team members have performance reviews with documented goals and objectives. Provide informal feedback on a regular basis
Highly skilled at cultivating and maintaining strong relationships with customers
Solves customer needs, complaints and problems positively, quickly, proficiently and professionally. Customers view this person as their "trusted advisor"
Understand and communicate customers' needs and requirements to internal departments in a professional and efficient manner
Prepares quotes for customers. Works with GM to set benchmarks on request for quotes for customers
Quotes repeat-buy products with primary and secondary vendors
Manages branch request for quotes internal tracker. Follows up on all quotes
Communicate customer's needs and requirements to internal teams. Attends customer meetings as required.
Provides training on topics with internal customer service staff
Process orders using internal ERP system. Handles a large amount of sales activity efficiently.
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
Ensure branch timecards are free of errors and accurate for weekly payroll processing. Work with GM to review and approve time off requests for branch personnel