Customer Service Manager - Manufacturing Leader

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

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.