MTE - Customer Service Representative (CSR)

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