Customer Care & Order Resolution Specialist

tdwilliamson; Tulsa (OK); On-site; USD 38,000 - 52,000; Full time

Job summary

TDW is seeking a dedicated customer service/order support specialist to resolve post-order issues. You will act as the main liaison between TDW and customers, researching problems in AX, ServiceNow, Salesforce, and related systems, and guiding internal teams to expedite requests and rectify invoicing delays.

You’ll process returns, credits, and order changes, maintain data accuracy, and support continuous improvement efforts within a collaborative, high-stress environment.

Qualifications

• Experience in customer services and/or collections departments.
• Ability to thrive in a team environment.
• Strong interpersonal, written, and verbal communication skills.
• Experience with ERP/CRM systems and order processing workflows.

Responsibilities

• Develop, maintain, use, and have knowledge of TDW procedures and processes.
• Research issues using AX, Service Now, Salesforce, Metal Trace, CSR Portal before action.
• Serve as primary liaison between TDW and customers to resolve issues.
• Communicate customer requirements to internal TDW departments for expedited requests.
• Assist customers and finance to resolve invoicing delays.
• Provide MTRs per customer request.
• Gather paperwork with customers and accounting for account setup.
• Process customer returns and complaints, issue credits or replacements as needed.
• Process credit memos to correct pricing, commissions, and accounts.
• Assist customers with order status, proofs of delivery, and delivery dates.
• Process ECN notifications from Engineering and inform customers of changes.
• Set up and provide Bills of Lading for freight returns as part of complaints.
• Ensure data accuracy in production systems and customer orders.
• Review order line reports for missing pricing and update the system.
• Coordinate with TDW departments to resolve order-related issues.
• Ensure all customer communications are professional and accurate.
• Ensure contracts and practices comply with Legal and TDW policies.
• Lead projects as assigned and participate in Lean Six Sigma initiatives.

Skills

Customer service

Communications

Order processing

CRM/ERP savvy

Problem solving

Team collaboration

Tools

Salesforce

AX

ServiceNow

Metal Trace

CSR Portal

Job description

TDW is seeking a dedicated customer service/order support specialist to resolve post-order issues. You will act as the main liaison between TDW and customers, researching problems in AX, ServiceNow, Salesforce, and related systems, and guiding internal teams to expedite requests and rectify invoicing delays.

You’ll process returns, credits, and order changes, maintain data accuracy, and support continuous improvement efforts within a collaborative, high-stress environment.