MTE - Customer Service Representative (CSR)

Company Description

Our Principles and Values:

Manchester Tank has a proud heritage of hard-working people, who for over 75 years have manufactured high quality products for our country and the world. The McWane/Manchester Way Compass is provided as a personal guide to help team members navigate through situations they encounter daily at work and includes eight core principles to guide our team members: Communication, Safety, Environment, Leadership, Trust, Excellence, Accountability, and Teamwork. All team members are expected to know these principles, values, and behaviors. Our Compass Points ensure higher levels of safety and environmental performance in all our operations. It also improves communication, relationships, and work performance at all levels of our organization.

Manchester Tank is an equal opportunity employer committed to providing equal employment opportunity in all employment practices. Manchester Tank will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA - gender identity or expression, and genetic information) or any other category protected by federal, state or local law. 

Job Description

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.

Primary Responsibilities

The Customer Service Representative is responsible for key activities related to the on-boarding and retention of customers including:

Customer Onboarding

• CSR will assist with Visual Compliance process & work with shipping teams on export process
• CSR will attend onboarding meetings internal & external as required to ensure smooth handoff

Order Management

• CSR will create the case for the new part number and follow that through to entry.
• CSR will 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
• Sales Tax - responsible for collecting exemption certs and uploading into Avalara

Returns & Resolutions

• 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

Account Management

• 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

Customer Inquiries

• 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

Qualifications

• 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.

HIGHLY DESIRED SKILLS

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

Additional Information

All your information will be kept confidential according to EEO guidelines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.