Customer Service Operations Associate

The Customer Service Operations Associate for Wolters Kluwer (WK) Corporate Legal Services (CLS) CT Corporation is an entry-level position primarily responsible for providing billing support and record maintenance for the Customer Specialist Team.  The Customer Service Operations Associate focuses on developing the knowledge and skills necessary to effectively review orders and produce invoices, identify and correct errors and defects, and contribute to the reduction of defects to ensure that accurate invoices are issued in a timely manner.  The Customer Service Operations Associate will also help to ensure the complete, timely and accurate maintenance of customer records through independent research, clean-up initiatives and/or the regular review of internal reports.

Activities of the Customer Service Operations Associate include: developing and maintaining knowledge of the department, company and industry as a whole; partnering with team members to review completed orders for accuracy prior to invoicing; helps to correct invoice errors to ensure an accurate and timely delivery; reviewing and updating customer records to ensure accuracy; developing the ability to provide quality consultative customer service to all accounts; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and maintain knowledge of all CT products/services/processes within the department, company, and industry, while learning the mission, vision, and goal of the team/organization.
• Collaborate with peers/management to review completed orders for accuracy prior to invoicing, review financial reports to identify orders that can be invoiced, and implement suggestions to continuously improve processes.
• Follow up with Customer Specialists and Management to address stalled orders, ensuring customer preferences have been met and financial charges are accurate for all orders.
• Ensure delivery instructions are accurate, assisting with the preparation of correspondence for monthly billing accounts (e.g., invoices, spreadsheets), and editing the printing invoice and final cover letter to be sent to the customer to ensure an error-free and timely delivery.
• Securing approval to issue credit memos and invoice only orders; ensuring approval is documented in the order event log; and following up to ensure the timely delivery of all invoices (e.g., bundle billing accounts).
• Review, update, and identify new/existing customer records to ensure accuracy by evaluating various internal reports, partnering with the Account Team on record clean-up projects, while adding or updating account information in the records database completely, accurately, and efficiently.
• Provide quality consultative customer service to all accounts by answering questions pertaining to CT’s representation services, helping to identify add-on selling opportunities as it relates to representation matters, and learning how to accurately manage customer accounts.
• Participate in organizational activities to meet or exceed company objectives by collaborating with teammates to help develop action plans to reduce or eliminate defects, leverage partnerships, and advance company-wide initiatives.
• Proactively pursue professional development activities (e.g., reviewing professional publications, establishing personal networks).
• Manage time and company resources appropriately.
• Perform other duties as requested by the Team Leader.
   

JOB QUALIFICATIONS:
 

Education

• Minimum: Bachelor’s Degree in Business or related discipline
  • If no degree; 5 years of business experience.

Experience

• Minimum: 1 year of business experience, including:
  • Participating in extracurricular activities or associations.
  • Working independently and in a team environment.
  • Demonstrating strong analytical and problem-solving skills.
  • Demonstrating organization, prioritization, and multi-tasking skills.
  • Demonstrating strong written and verbal communication.
  • Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
     
• Preferred: 1 year of quality assurance, including:
  • Managing multiple concurrent projects.
  • Coaching and mentoring team members.
  • Collaborating across multiple internal teams.
  • Working in the banking, insurance, hospitality, retail or legal industry.
     

Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right.
 

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.