Customer Service Representative

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. 

Position Summary

This position reports to the Director, Commercial Operations. The Customer Service Representative acts as Manchester Tank’s primary customer and internal contact point for all communication and management of the order, quoting/pricing, shipment, and issue resolution processes with the customer. 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.

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 acquisition, on-boarding and retention of customers including:

• Support Sales Managers in acquisition process with any information needed for customer discussion and review.
• Support Sales Managers, Credit and Plant Operations to ensure all needed information for customer set-up and on-boarding is received and communicated externally to the customer and internally to MTE stakeholders.
• Lead an on-boarding call with the customer to review procedures and any other information needed to serve the customer. Responsible for visual compliance part to the set-up process.
• Take, enter and communicate ship dates for all customer orders. Track and communicate to the customer any changes to expected pricing and ship dates.
• Review and communicate quote and engineering process status and changes for any new customer item.
• Provide pricing to customers on new and existing items according to price lists and customer quotes, and immediately communicate to Sales Manager any pricing questions not authorized to answer.
• Triage issues internally to MTE departments for review and resolution. These include: shipping damage/late delivery with shipping/packaging departments; RMA designation, paperwork and resolution with quality department; invoicing/pricing discrepancies with credit department and sales.
• Escalate/communicate any issues of high priority to Sales Manager for review and resolution.
• Answer simple product questions and triage more complex questions to the appropriate internal MTE resource.
• Periodically gather, record and communicate any customer changes, particularly buying/accounts payable contact information and any customer/market intelligence shared during contact with the customer.

McWane/MTE Compass Points

The Customer Service Representative supports and embodies the McWane Way/Manchester Tank Compass Points:

• Safety
• Environment
• Leadership
• Communication
• Accountability
• Teamwork
• Excellence
• Trust

Education and Experience

• 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.
• Exceptional attention to detail, organizational, and prioritization skills required.
• Self-motivated and ability to work well within a fast-paced environment.

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.