MTE - Customer Service Representative (CSR)

Manchester Tank & Equipment•Campbellsville, KY

4d•Onsite

About The Position

The Customer Service Representative (CSR) is Manchester Tank’s primary customer contact, responsible for customer engagement, order and account management, issue resolution, and communication between customers and internal teams. The role works with internal Sales, Shipping, Production, Engineering, Scheduling, Credit, and Quality resources. It is based onsite at the Campbellsville, Kentucky operation, with the option for 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.

Requirements

3–5 years of Customer Service experience; experience in a heavy manufacturing B-to-B 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 sales-cycle knowledge.
Experience with D365 or a similar CRM, 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 support 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 and shipping documents, and handle expedites and unforeseen issues with Operations and customers.
Collect customer sales-tax exemption certificates and upload them into Avalara.
Receive initial complaints and interface with Quality and relevant operations teams.
Create RMAs, communicate written resolutions when required, follow escalation processes, and follow through on customer credits.
Handle day-to-day customer account issues and questions within the business agreement, escalating when needed.
Generate weekly reports for specific customers and attend weekly account meetings with customers, sales representatives, and operations when required.
Build trucks according to customer requirements and assist with 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 them or direct them to the appropriate person.
Handle RV and consumer inquiries.