T. D. Williamson, Inc.

  • Senior Technical Inside Sales Representative

    Posted Date 1 week ago(2018-03-13 3:45 PM)
    Position ID
    United States
  • Overview

    Liaise with customers and internal clients to prepare quotes, orders and customer complaints with varying levels of complexity with TDW products &/or services to ensure exceptional customer experience. Train and develop new ISRs.


    Customer Support (45%)

    • 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
    • Interprets completed Data Questionnaire from Client and identifies suitable product &/or services
    • Understands scope of work laid out by customer/OSR and know what deliverables need to be inputted into the quotation
    • Assists ISR’s with CRM/ERP database use
    • Obtains customer requirements for Engineered to Order (ETO) requests from OSR’s and customers, facilitates continued communication between OSR’s and customers regarding ETO’s, and inputs ETO information into ETQ system
    • Develops and maintains knowledge of TDW manufacturing and/or services processes, and then communicates that knowledge appropriately
    • Assists TDW customers and colleagues define which TDW product/group of products &/or services best address the customers’ operational requirements
    • Answers client calls for customer complaints including warranty items
    • At time of quotation, search appropriate TDW databases (CRM, TDW Product Selector, and ISR created parts list, OLDs) to try and find a design that may be suitable for the customer’s project
    • Develops, maintains, utilizes, and enforces knowledge of TDW operational procedures, including acceptable Terms and Conditions (both legal and commercial) to customers and Outside sales
    • Enforces pricing in 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 and submits to TDW Credit department for credit approval
    • Enter Quote &/or Sales Order into appropriate system(s) including CRM, WSGP,AX
    • Implements product 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
    • Creates special invoices and prepares required data packages for international customers (International ISR only)
    • Create appropriate cost build up sheet for both TDW services and any 3rd party services
    • Initiate CSG Review as required
    • Ensure customer technology and service requirements have been correctly identified and commit TDW resources to ensure quality execution and customer satisfaction
    • Translate customer scope into how TDW’s scope of work will execute, and detail this in the services portion of a quotation (i.e. spark testing, multiple tie-in points engineering charge, freight for service equipment, etc.). Suggest suitable fitting based on the application, such as a spherical fitting, stub and full encirclement sleeve, or WOL/TOR fitting to adhere to the appropriate code of construction (B31.3 or CSA Z662)
    • Obtain cost input from SCC as needed including but not limited to the location of the people/equipment and necessary transportation costs

    Communication (20%)

    • 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

    Problem Solving (15%)

    • Works with other TDW departments and personnel to enable effective coordination and resolution of all customer issues such as change orders, complaints, returns, repairs, literature requests, order expedition, and shipment tracking
    • Leads projects, as assigned by the Supervisor or Region Leader

    Projects (10%)

    • Leads projects, as assigned by the Supervisor or Region Leader

    Continuous Improvement (10%)

    • Stays apprised of all TDW products: obsolete, current, and new product releases
    • Stays apprised of industry design codes and market trends, including competitive advantages



    • Vocational training in business, engineering or pipe trades discipline or the equivalent experience of 5-7 years of technical sales experience required
    • 5 years of experience in Technical Inside Sales position or related field
    • Excellent interpersonal, customer service , written and verbal communication skills
    • Excellent understanding of mechanical products and functions along with engineering terminology & industry design codes
    • Very strong understanding of and the ability to explain mechanical products and functions along with engineering terminology and industry design codes
    • Has a thorough understanding of TDW products and equipment
    • Ability to excel in a fast-paced environment dealing with customer situations
    • Intermediate computer skills including MS Excel, AX, CRM/ERP database required
    • Ability to manage multiple tasks simultaneously under strict deadlines
    • Ability to present information to large groups of people in a variety of settings
    • Ability to thrive in a team environment
    • Foreign language speaking and writing skills preferred (USA/LAM- Spanish, Canada- French)


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