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
Develop the knowledge and learn TDW processes to effectively liaise with customers and internal clients to prepare quotes, orders and customer complaints of TDW product &/or services to ensure exceptional customer experience.
Key Responsibilities
Primary duties may include, but are not limited to:
- Manages the processing of orders in a timely and accurate manner (includes but is not limited to: determining appropriate TDW part number which defines the required product, change order maintenance, establishes or negotiates delivery dates of customer requirements with the help of Master Scheduling and/or Manufacturing, order expediting as needed
- Networks with other TDW functions to enable effective coordination of all customer issues such as complaints, inquiries on applications of TDW products, literature, plant tours/audits, shipment tracing, order expediting, customer inspections, etc., with the most appropriate TDW function equipped to address the issue, ensuring timely response to the customer through priority management of the open issues
- Develops and maintains personal communications expertise (telephone, E-mail, written documents, and oral activities), as well as the communication systems expertise within the department to utilize current technologies in addressing the customers, as well as broadening the intracompany communications within TDW
- Trains to prepare quotes by interpreting customer line specifications/requirements through RFPs (request for proposal), TDW fitting/services inquiry form, and scope documents and translate these into services and product requirements
- Processes orders with accurate pricing and part numbers in a timely manner
- Trains how to interpret completed Data Questionnaire from Client and identify suitable product &/or services
- Develop understanding of scope of work laid out by customer/OSR and what deliverables need to be inputted into quote
- Learns to develop knowledge of TDW manufacturing and/or services processes, and to communicate that knowledge appropriately
- Trains to assist TDW customers and colleagues define which TDW product/group of products &/or services best address the customers’ operational requirements
- At time of quotation, search appropriate TDW databases (CRM, TDW Product Selector, ISR created parts list, OLDs) to try and find a design that may be suitable for the customer’s project.
- Learns to develop knowledge, utilize, and enforce TDW operational procedures, including acceptable Terms and Conditions (both legal and commercial) to customers and Outside sales,
- Trains to develop knowledge in pricing and quote preparation, as defined TDW pricing policies and guidelines
- Ensures accuracy of bill-to and ship-to addresses for customers, reviews order for credit terms with Supervisor and submits to TDW Credit depart for approval
- Trains and eventually converts the quote to sales order of existing customers into appropriate systems ( CRM, WSGP, AX)
- Train to make price adjustments as directed
- Keeps Outside Sales Representatives apprised of any and all customer request changes
- Works with client to negotiates shipping terms and methods
- Collaborates with Shipping and/or TMP Production Planning to ensure and confirm proper delivery
- Provides accurate and clear information to Engineering, Production control, and Logistics
- Confirms with Supervisor the customer technology and service requirements have been correctly identified and commit TDW resources to ensure quality execution of service job and customer satisfaction
- Ensures that all correspondence and communication, written and verbal, with customers are professional and accurate,
- Communicates with other departments to meet the customers’ delivery requirements
- Enlist other ISR's to identify appropriate TDW departments and contact to enable effective coordination and resolution of all customer issues such as change orders, complaints, returns, repairs and literature requests
- Participates in projects, as assigned by the Supervisor or Region Leader
- Learns of all TDW products: obsolete, current, and new product releases
- Learns knowledge of industry design codes and market trends, including competitive advantages
- Trains to facilitate meeting the specific product needs of the customer
Experience
- Degree in business or engineering discipline required. In the alternative three to five years current experience as a Jr. Inside Sales Representative and associate degree or five years’ experience in design, field services, manufacturing, or Jr. ISR with TDW or five to seven years industry experience in design, field service, or manufacturing with other companies may be substituted for the BS degree
- Vocational training in business, engineering or pipe trades discipline or the equivalent experience of 5-7 years of technical sales experience required
- 3-5 years of experience in Technical Inside Sales position or related field
Knowledge, Skills, and Abilities
- Excellent interpersonal, customer service, written and verbal communication skills
- Ability to learn and develop working understanding of mechanical products and functions along with engineering terminology and industry design codes
- Ability to learn and develop a broad understanding of TDW products and equipment
- Ability to excel in a fast-paced environment dealing with customer situations
- Intermediate computer skills including MS Excel required. Experience with CRM/ERP database an asset
- Ability to manage multiple tasks simultaneously under strict deadlines
- Ability to thrive in a team environment
- Ability to speak and write in English
