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. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.
As an Associate, Product Support at Wolters Kluwer, your primary responsibility will be to provide assistance to account holders by assisting and responding to inquiries pertaining to billing, account admiration, orders, and inventory. This role will provide support to internal and external customers on account specific issues by phone, email, and online chat. In this role, development of strong product and system knowledge is required in order to correlate customer inquiries to corresponding Wolters Kluwer products and solutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage phone, e-mail, and chat support for customer account inquiries; identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database
Initiate communication with other teams within our organization and demonstrate judgment regarding the resolution.
May assist in discussing payment terms as needed based on assessment of account status to ensure payment.
Prepare detailed and accurate billing adjustments and credit requests as needed.
Prepare detailed and accurate inventory reconciliations
Provide feedback to management and others about balances and issues related to client's accounts.
Other duties as assigned.
Please note: As an Associate, Product Support, you must be able to work a flexible schedule that includes normally scheduled evening hours. You must also be able to work overtime hours that may include evenings & weekends as needed to meet objectives during peak season.
Please note: We are unable to offer sponsorship or transfer of sponsorship for this role.
Bachelor's Degree, OR
Associate's Degree -- Preferred degrees in Business, Accounting or Finance, OR
High School Graduate or General Education Degree (GED): Required. 1 plus years in accounts receivable experience, collections experience, or related experience.
Use of tax and accounting software
Use of SAP
Use of SalesForce.com
OTHER KNOWLEDGE, SKILLS, ABILITIES OR CERTIFICATIONS:
Order & billing processes and procedures
Desktop and mobile computing skills, working knowledge of internet browsing and searching
Intermediate Microsoft Office skills
Service orientation - high commitment to meeting needs of customers and colleagues
Advanced professional communication skills both written and verbal
Is persistent in overcoming challenges to accomplish goals
Ability to diffuse and provide effective resolution to customer complaints
Awareness of the larger business conditions that will impact day to day work
Demonstrate an ability to making a difference daily, upholding commitments, being curious for knowledge, speaking up and sparking innovation
Strong analytical and decision-making skills
Ability to articulate complex information clearly
Detail-oriented and able to handle multiple top priorities
Ability to function in a fast-paced, collaborative, matrixed team environment
Strong work ethic and passion for excellence
Demonstrated ability to work independently and meet deadlines with full supervision
Ability to work flexible schedule and manage overtime as required to meet objectives
Ability to adjust quickly to changing job duties and processes
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2017 annual revenues of 4.4billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/bus