Customer Care Representative II

About the role

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. 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.

Responsibilities

• Develop, maintain, use, and have 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.
• Assist customer to obtain information regarding their orders such as status requests, proofs of delivery, delivery dates, etc.
• Process ECN Notifications from Engineering Department and communicate 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.
• Ensure accuracy of data entered into production systems and customer orders between customer as needed.
• Review reporting of order lines in the AX production database that are missing pricing and update system.
• Work 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.
• Ensure that all correspondence and communication, written and verbal, with customers are professional and accurate.
• Ensure all contracts and practices comply with Legal and TDW policies and procedures.
• Lead projects, as assigned by the department supervisor, manager, or designee.
• Participate in continuous improvement initiatives, utilizing applicable Lean Six Sigma methodology.

Requirements

Experience in customer services and/or collections departments.

Skills

• 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.
• 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.