Wolters Kluwer Customer Service Representative in Frederick, Maryland
Essential Duties and responsibilities
Direct contact and responsibility for Wolters Kluwer Legal & Regulatory International Resellers, Wholesalers and Sub Agency accounts. Work with GBS (A/R and Credit and Collections) and Order Entry teams in order to service assigned accounts and facilitate timely resolution of account issues. Review and confirm all incoming wholesaler and sub agency orders; focusing on customer discount structure, requiring a high degree of accuracy. Review and process claims received for sub agencies and wholesalers. Work directly with Order Entry to process customer orders and communicate special needs. Review and process invoice adjustments for wholesalers and sub agencies. Handle all communications, to completion, from wholesalers and sub agencies regarding issues related to order entry and customer care. Maintain Wholesaler/Sub Agency account information spreadsheets. Maintain the Wholesaler and Subscription Agency Manuals. Establish solid customer relationships by clearing long-standing issues, communicating effectively, while researching customer complaints, recognizing trends and taking proactive corrective measures. Maintain a high level of quality with work and knowledge conveyed to internal and external customers. Perform real-time processing of customer requests and follow-up to confirm completion. Monitor and report on trends in customer dissatisfaction. Identify areas to improve processes. Detect trends in SAP, customer communications, product issues, and training needs, and escalate to the Customer Care Manager for resolution. Assist departments with overflow work as needed Complete reporting as required.
Performs other duties as assigned by the Customer Care Manager
Education: High School diploma or equivalent. Some college preferred.
Experience: Minimum of six months in current position in a Call Center or Business Operations environment.
Other Knowledge, Skills, Abilities or Certifications:
Advanced knowledge of Wolters Kluwer Legal & Regulatory tools (SAP, Service Cloud), processes, KLI & Bowne products and procedures. Intermediate and advanced knowledge of Microsoft Office programs. Consistently meets Department Standards. Excellent written and verbal skills. Tact and diplomacy are critical because of the high level of the external customer interactions. Able to decipher and understand emails coming from International customers. Detail oriented with superior skills in follow-up and problem resolution. Proven ability to thrive in a high volume, fast paced work environment. Proven ability to make well thought out decisions. Ability to communicate a positive impression of the company under difficult circumstances. Pro-active in presenting areas of opportunity. Ability to multi-task while identifying and maintaining priorities. Strong background of no attendance issues. Proven ability to work with minimal supervision. Consistently demonstrates accountability with all performance areas.
Minimal domestic travel may be required.
Normal Office Environment
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.