MTE - Customer Service Representative (CSR)

McWane, Inc.•Campbellsville, KY

5d•Hybrid

About The Position

The Customer Service Representative drives customer engagement as Manchester Tank’s primary contact, managing orders and accounts, resolving issues, and ensuring seamless communication between customers and internal teams. In support of the role as key customer contact, the Customer Service Representative interacts with MTE internal resources in Sales, Shipping, Production, Engineering, Scheduling, Credit and Quality. This will be an onsite role in our Campbellsville, KY operation with the option for a hybrid schedule upon successful completion of a probationary period. The successful candidate will be a service-oriented individual who is able to prioritize and manage multiple daily customer and internal MTE interactions to serve the customer with consistent excellence.

Requirements

3-5 years of experience in Customer Service, with Customer Service experience in a heavy manufacturing B-to-B environment or demonstrated equivalent experience and skills within another MTE functional area strongly preferred.
Customer-service orientation paired with strong interpersonal and oral/written communication skills.
Proficiency with Microsoft Word, Excel, Outlook.
Take initiative and proactively look for ways to help customers and improve processes.
Have a competitive drive and desire to achieve individual and team goals.
Be a fast learner who can quickly adapt to new systems, processes, and changing priorities.
Bring a positive, team-oriented attitude and contribute to a collaborative work environment.
Demonstrate accountability, professionalism, and a strong work ethic.
Remain calm and solution-focused when handling challenging situations.

Nice To Haves

Strong customer centricity and sales cycle knowledge
D365 or similar
CRM (SalesHub, Customer Service Hub)
Dialpad

Responsibilities

Assist with Visual Compliance process & work with shipping teams on export process
Attend onboarding meetings internal & external as required to ensure smooth handoff
Create the case for the new part number and follow that through to entry.
Quote freight
Order entry; Confirmation; Price check; lead time
Follow up thru to shipping process; provide any certs or shipping docs; handle expedites and unforeseen issues directly with Ops and the customer
Responsible for collecting exemption certs and uploading into Avalara
Initial complaint; interface with quality team (ops team; shipping; etc.)
RMA creation
Follow up/communicate written resolution if required
Escalation process when needed
Follow through to credit for customer
Handle day to day issues and questions that come up within the scope of business agreement with customer. Escalate if/when needed.
Weekly report generation for specific customers
Weekly account meetings when required with customer, sales rep and ops
Build trucks based on customer requirements
Assist in management of consignment accounts
General inquiries through phone/email - will quote price and delivery for generic small propane, refrigerant, air inquiries.
Web inquiries for lead time, standard product, test reports, engineering doc requests, etc. will be vetted by CS team and handled or dispositioned to proper person.
RV and consumer inquiries