MTE - Customer Service Representative (CSR)

About the Role

Manchester Tank’s Customer Service Representative drives customer engagement as the company’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. The position is based onsite in Campbellsville, KY, with the option for a hybrid schedule after a successful probationary period.

The successful candidate will be a service-oriented individual who can prioritize and manage multiple daily customer and internal interactions to deliver consistent excellence.

Responsibilities

• Customer Onboarding
  • Assist with Visual Compliance process and collaborate with shipping teams on export procedures.
  • Attend onboarding meetings (internal and external) to ensure smooth handoffs.
• Order Management
  • Create cases for new part numbers and follow through to entry.
  • Quote freight, handle order entry, confirmations, price checks, and lead times.
  • Follow up through the shipping process; provide certifications, shipping documents, and handle expedites or unforeseen issues with Operations and the customer.
  • Manage sales tax: collect exemption certificates and upload them into Avalara.
• Returns & Resolutions
  • Handle initial complaints; interface with the quality team (Operations, Shipping, etc.).
  • Create RMAs and follow up/communicate written resolutions as needed.
  • Escalate issues when necessary and follow through to customer credit.
• Account Management
  • Address day-to-day issues and questions within the scope of the business agreement; 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 managing 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 times, standard products, test reports, and engineering document requests; disposition to the appropriate person.
  • Address RV and consumer inquiries.

Qualifications

• 3–5 years of experience in Customer Service, preferably in a heavy manufacturing B-to-B environment or demonstrated equivalent experience within another MTE functional area.
• Customer-service orientation with strong interpersonal, oral, and written communication skills.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Initiative to proactively assist customers and improve processes.
• Competitive drive to achieve individual and team goals.
• Fast learner who can 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 in challenging situations.

Skills

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

Manchester Tank is an equal opportunity employer committed to providing equal employment opportunity in all employment practices.