MTE - Customer Service Representative (CSR)

About the Role

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 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. This role interacts with internal resources in Sales, Shipping, Production, Engineering, Scheduling, Credit, and Quality.

This is 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 can prioritize and manage multiple daily customer and internal interactions to serve the customer with consistent excellence.

All team members are expected to know and uphold the McWane/Manchester Way Compass, which includes eight core principles: Communication, Safety, Environment, Leadership, Trust, Excellence, Accountability, and Teamwork. These principles guide daily work and ensure higher levels of safety, environmental performance, and work performance across the organization.

Responsibilities

• Customer Onboarding
  • Assist with Visual Compliance process and work with shipping teams on export process.
  • Attend onboarding meetings (internal and external) as required to ensure smooth handoff.
• Order Management
  • Create the case for new part numbers and follow through to entry.
  • Quote freight, handle order entry, confirmation, price checks, and lead time management.
  • Follow up through the shipping process; provide certifications or shipping documents.
  • Handle expedites and unforeseen issues directly with Operations and the customer.
  • Responsible for collecting sales tax exemption certificates and uploading them into Avalara.
• Returns & Resolutions
  • Handle initial complaints; interface with the quality team (Operations, Shipping, etc.).
  • Create RMAs and follow up/communicate written resolutions if required.
  • Escalate issues when needed and follow through to credit for the customer.
• Account Management
  • Handle day-to-day issues and questions within the scope of the business agreement with the customer; escalate when needed.
  • Generate weekly reports for specific customers.
  • Participate in weekly account meetings with customers, sales reps, and operations as required.
  • Build trucks based on customer requirements.
  • Assist in the management of consignment accounts.
• Customer Inquiries
  • Handle general inquiries via phone/email, including quoting prices and delivery for generic small propane, refrigerant, and air products.
  • Vet web inquiries for lead time, standard product, test reports, and engineering document requests; disposition to the proper person.
  • Address RV and consumer inquiries.

Qualifications

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

Skills

• Strong customer centricity and sales cycle knowledge.
• Experience with D365 or similar CRM systems (e.g., SalesHub, Customer Service Hub).
• Experience with Dialpad or similar communication tools.