Customer Care Representative II

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

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

• 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.