Customer Service Operations Associate (FT)

• 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.
  

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

• Managing multiple concurrent projects.
• Coaching and mentoring team members.
• Collaborating across multiple internal teams.
• Working in the banking, insurance, hospitality, retail or legal industry.
  

We are serving the long-term interests of all our key stakeholders - customers, employees, investors, and society - to make sure we make a deep impact with each of them and contribute to shaping a better future for society at large! Wolters Kluwer is a global provider of professional information, software solutions, and services for clinicians, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. Expertise and trusted knowledge have been our guiding principles since we started in 1836. We combine almost two centuries of deep domain knowledge with advanced technology; for professional decision-making with confidence. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team! Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. *We offer competitive pay, full benefit package (starting day 1 upon hire!), M-F 8 hour (1st) shifts, and a very positive work environment with unlimited opportunities for growth and advancement within!*