Customer Service Manager

PCA Products; Sevierville (TN); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

PTO

401k

Health Bonus

Profit Sharing Bonus

Job summary

PCA Products in Sevierville, TN is seeking a Customer Service Manager to organize and lead our customer service team. You will be the primary contact for distributors, contractors, and homeowners, handling orders, answering questions, and resolving issues.

Responsibilities include processing orders in the CRM/ERP system, tracking production progress, and advising customers on product options. You will also mentor 1–3 team members and contribute to process improvements.

Qualifications

• High school diploma or equivalent required.
• Experience in customer service or inside sales preferred.
• Strong communication and problem-solving abilities.

Responsibilities

• Accurately input customer orders, purchase orders, and quotations into the company CRM/ERP, verifying part numbers, quantities, and pricing.
• Track orders through the production cycle, providing updates on lead times, shipment dates, or delays.
• Handle inbound customer calls, emails, and in-person inquiries professionally.
• Advise customers on product options such as door types, finish choices, and size specifications.
• Resolve order discrepancies, returns, or product problems with production and shipping teams.
• Maintain lead tracking sheet monthly, prepare credit memos and return authorizations, and send out new dealer applications.
• Oversee a team of 1-3 customer service professionals.

Skills

Customer service

Team management

Communication skills

Attention to detail

Multitasking

Problem solving

Education

High School Diploma or GED

Tools

Microsoft Excel

ERP/CRM software

Microsoft Office

Job description

We are looking for an organized, detail-oriented, phone-friendly Customer Service Manager to join our customer service team. This role serves as the primary contact for customers (e.g. distributors, contractors, and homeowners), responsible for accurately processing orders, answering customer questions, and troubleshooting order issues.

Key Responsibilities

• Order Processing: Accurately input customer orders, purchase orders, and quotations into the Company’s CRM/ERP system, verifying part numbers, quantities, and pricing.
• Order Management: Track orders through the production cycle, providing updates to customers on lead times, shipment dates, or delays.
• Communication: Professionally handle inbound customer phone calls, emails, and in-person inquiries.
• Technical Support: Advise customers on product options such as door types, finish choices, and size specifications.
• Troubleshooting: Resolve customer issues regarding order discrepancies, returns, or product problems through collaboration with production and shipping teams.
• Other: Maintain lead tracking sheet on monthly basis, prepare credit memos and return authorizations, and send out new dealer applications
• Management: Oversee a team of 1-3 customer service professionals

Required Skills and Qualifications

• Education: High school diploma or equivalent.
• Technical/Mathematical Skills: Strong basic math skills (arithmetic, fractions, decimals) to calculate dimensions for manufacturing. Ability to interpret technical drawings or willingness to learn.
• Experience: Minimum of two years of experience in customer service or inside sales, preferably in a manufacturing, building materials, or construction environment (but not required)
• Communication: Excellent verbal and written communication skills; ability to interact confidently with distributors, contractors, and homeowners.
• Attention to Detail: Exceptional attention to detail to ensure accuracy in measurements and specifications, preventing costly remakes.
• Software Proficiency: Proficient in Microsoft Office (Excel, Word, and Outlook) and experience with ERP/CRM software.
• Must be able to multi task in a fast-paced manufacturing office environment.
• Occasionally walking through the production floor to check order status.

Why Apply?

• Competitive pay, PTO, 401k, Health Bonus/not health insurance in 2026, Profit Sharing Bonus. (Health Insurance starts in January 2027)
• Established company with over 30-year track record of growing and positive teamwork environment.
• Potential for more responsibility and higher pay over time
• Great Schedule Monday – Friday 9am to 5pm