Customer Service and Support Manager

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 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.  

ESSENTIAL FUNCTIONS

• 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

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.
• 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

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 (Mon-Fri), First Shift 

Location: Duluth, GA (On-Site)

Thruway Fasteners, Inc. 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.