Customer Care Representative II

01 TDW (US), Inc.; Tulsa (OK); On-site; USD 42,000 - 56,000; Full time

Job summary

TDW is a trusted partner in the oil and gas industry, providing dedicated assistance to customers and TDW personnel to resolve order issues after entry into production systems.

This role focuses on acting as the primary liaison between TDW and customers, coordinating with internal departments to expedite requests, invoicing, returns and credits.

You will work in a collaborative, customer‑focused environment designed to improve service quality and ensure accurate, timely communication.

Qualifications

• Experience in customer services or collections helps success in this role.
• Strong written and verbal communication skills are essential.
• Ability to collaborate with multiple internal teams to resolve issues.

Responsibilities

• Develop and apply knowledge of TDW procedures to resolve customer issues.
• Research orders in systems (AX, Service Now, Salesforce, etc.) to understand problems.
• Serve as primary liaison between TDW and customers to resolve issues.
• Communicate requirements for expedited requests to internal departments.
• Assist with invoicing issues delaying payments and provide documentation as needed.
• Prepare MTRs and support account setup paperwork with customers and finance.
• Process returns, credits, and order replacements; issue credit memos as required.
• Respond to status requests, proofs of delivery, delivery dates, and related queries.
• Process ECN notifications and coordinate material modifications or exchanges.
• Create Bills of Lading for freight returns as part of complaints.
• Ensure data accuracy in production systems and customer orders.
• Collaborate across departments to resolve order problems incl. expedites and shipments.
• Maintain professional, accurate written and verbal customer communications.
• Comply with contracts, policies, Legal directives, and TDW procedures.
• Lead projects as assigned and participate in Lean Six Sigma initiatives.

Skills

Teamwork

Stress management

Multitasking

Communication

Presentation

CRM/ERP

Self-starter

Courtesy

Job description

At TDW we put people first - that means working everyday to ensure the pipelines that run through our communities are operating safely and reliably. What sets us apart is our expertise, experience and commitment. Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.

Overview Responsible for providing dedicated assistance to both 3rd party customers and T.D. Williamson (TDW) personnel to resolve issues which occur with an order after it has been entered into TDW production system.

Key Responsibilities

Primary duties may include, but are not limited to:

• Develop, maintain, use, and has intimate knowledge of TDW operational procedures and processes.
• Perform required research within systems and available reports (AX, Service Now, Sales Force, Metal Trace, CSR Portal) to understand breadth of issues before taking action.
• Act as the primary liaison between TDW and the customer to resolve issues.
• Communicate customer requirements to internal TDW departments with regards to expedited requests.
• Assist customer as well as finance to resolve invoicing issues that are delaying payment.
• Provide MTRs per customer request.
• Work with customers and accounting to gather paperwork and submit documents for customer account set up.
• Responsible for processing customer returns and complaints for products to include issuance of credit or entering orders for replacement material as necessary.
• Responsible for processing other credit memos as required to correct pricing errors, commission corrections, account corrections, etc.
• o Responsible for assisting customer to obtain information regarding their orders such as status requests, proofs of delivery, delivery dates, etc.
• Responsible for processing ECN Notifications from Engineering Department Communicates to customers should changes require return of material/equipment for modification or exchange.
• Set up and provide customer Bills of Lading for freight returning to TDW as part of a complaint.
• Ensures accuracy of data entered into production systems and customer orders between customer as needed.
• Reviews reporting of order lines in the AX production data base that are missing pricing and updates system.
• Works with other TDW departments and personnel to enable effective coordination and resolution of all customer issues related to product orders such as complaints, returns, repairs, order expediting, and shipment tracking.
• Ensures that all correspondence and communication, written and verbal, with customers are professional and accurate.
• Ensures all contracts and practices comply with Legal and TDW policies and procedures.
• Leads projects, as assigned by the department supervisor, manager, or designee.
• Participates in continuous improvement initiatives, utilizing applicable Lean Six Sigma methodology

Experience Experience in customer services and/or collections departments.

Knowledge, Skills, and Abilities

• Ability to thrive in a team environment.
• Ability to function in high-stress, customer situations with short lead time.
• Ability to manage multiple tasks simultaneously under strict deadlines.
• Good interpersonal, written, presentation, and verbal communication skills.
• Ability to present information to large groups of people in a variety of settings.
• Intermediate CRM/ERP database skill, o Intermediate personal computer, database, MS Office, other electronic means of communication.
• Must be self-starter and can work with minimal supervision.
• Must be courteous and sincere.

For more than 100 years, we've partnered in the oil and gas industry to deliver innovative solutions that maximize uptime, improve throughput, avoid shutdown and minimize risk. We are experienced at accepting new challenges and responding in a way that meets goals while protecting people, assets and the planet.

“Throughout the world today, TDW people are known for their dedication to customer service, to quality, to technical competence, to cooperating with each other, and above all, honesty and fair dealing with everyone.” - T. D. Williamson Jr.