MTE - Customer Service Representative (CSR)

McWane, Inc.•Campbellsville, KY

4d•Hybrid

About The Position

The Customer Service Representative is Manchester Tank’s primary customer contact, driving customer engagement by managing orders and accounts, resolving issues, and coordinating communication between customers and internal teams. The role works with Sales, Shipping, Production, Engineering, Scheduling, Credit, and Quality. It is based onsite at the Campbellsville, Kentucky operation, with the option to move to a hybrid schedule after successful completion of a probationary period. The successful candidate is service-oriented and able to prioritize multiple daily customer and internal interactions while providing consistent service. Responsibilities span customer onboarding, order management, returns and issue resolution, account management, and customer inquiries. The role also includes supporting export processes, coordinating with operations and customers, handling documentation and sales tax exemption certificates, and escalating issues when appropriate.

Requirements

3–5 years of customer service experience; experience in a heavy manufacturing business-to-business environment or demonstrated equivalent experience and skills in another MTE functional area is strongly preferred.
Customer-service orientation and strong interpersonal, oral, and written communication skills.
Proficiency with Microsoft Word, Excel, and Outlook.
Ability to take initiative and proactively identify ways to help customers and improve processes.
Competitive drive and desire to achieve individual and team goals.
Ability to learn quickly and adapt to new systems, processes, and changing priorities.
Positive, team-oriented attitude and ability to contribute to a collaborative work environment.
Accountability, professionalism, and a strong work ethic.
Ability to remain calm and solution-focused when handling challenging situations.

Nice To Haves

Strong customer centricity and knowledge of the sales cycle.
Experience with D365 or a similar system.
Experience with CRM systems such as SalesHub or Customer Service Hub.
Experience with Dialpad.

Responsibilities

Assist with the Visual Compliance process and coordinate with shipping teams on export processes during customer onboarding.
Attend internal and external onboarding meetings as needed to ensure a smooth handoff.
Create cases for new part numbers and follow them through to order entry.
Quote freight and manage order entry, confirmations, price checks, and lead times.
Follow orders through shipping; provide certificates or shipping documents; and handle expedites and unforeseen issues with Operations and customers.
Collect sales tax exemption certificates and upload them into Avalara.
Receive initial complaints and interface with the Quality team and relevant Operations and Shipping teams.
Create RMAs, communicate written resolutions when required, and escalate issues as needed.
Follow customer issues through to credit resolution.
Handle day-to-day customer questions and issues within the business agreement, escalating when needed.
Generate weekly reports for specific customers.
Attend weekly account meetings with customers, sales representatives, and Operations when required.
Build trucks according to customer requirements.
Assist in managing consignment accounts.
Respond to general phone and email inquiries, including quoting price and delivery for generic small propane, refrigerant, and air inquiries.
Review web inquiries about lead times, standard products, test reports, and engineering documents, and handle or route them to the appropriate person.
Respond to RV and consumer inquiries.