Customer Service Support Lead

4 days ago

North Tonawanda, New York, United States Thruway Full time

Job Summary

The Customer Service Support Lead will be the primary point of contact for key customers, providing exceptional support and ensuring their needs are met. This role requires a strong understanding of customer needs, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities

  • Solve customer complaints and problems positively, quickly, and professionally.
  • Maintain strong relationships with customers, understanding their needs and requirements.
  • Process sales orders, prepare quotes, and manage customer contracts.
  • Understand landed cost and price quotes with General Manager percentage to remain competitive and maintain profitability.
  • Quote repeat-buy product with primary and secondary vendors, using Thruway's purchase order system.
  • Follow up on quotes to determine missed opportunities.
  • Read prints, specifications, and contracts.
  • Communicate customer needs and requirements to internal departments.
  • Create and manage price workbooks and sales sheets within Thruway's system.
  • Provide product knowledge to facilitate providing the customer with the right product for their application at the best price.
  • Effectively manage delivery dates through internal systems 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.
  • Strive to meet Thruway's published performance metrics for the organization.

Requirements

  • Positive attitude and excellent communication skills.
  • Excellent listening and reading comprehension skills.
  • Attention to detail and accuracy.
  • Ability to work in a team environment and help others as needed.
  • Proficient use of Microsoft Office suite, including Word and Excel.
  • Skilled at working through conflict constructively.
  • Excellent time management and ability to multitask.
  • Proficient understanding of customer 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.

Work Environment

This role requires occasional travel to other branches, suppliers, and training. The work environment is fast-paced, with a focus on multitasking and meeting deadlines.

Compensation

The salary for this role is $21.00-$22.00 per hour, with a comprehensive benefit program including medical, dental, vision, life insurance, disability plans, accident protection, critical illness, legal shield/ID shield plans, Paid Time Off, Paid Holidays, and a 401k retirement plan with employer match.

Equal Opportunity Employer

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.

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