Customer Care Representative II

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.