Customer Care Specialist II - Order & Invoicing Support

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

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.