Customer Service Lead

Wolters Kluwer Tallahassee , FL 32301

Posted 2 months ago

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.

Responsibilities:

  • Lead account management of the affiliate partner program to increase market share by extending service capabilities to independently owned businesses

  • Participate in the management of partner accounts including retention of current partners and expansion of programs

  • Perform account audits to include initial account set-up, account consolidation, pricing normalization, discounting requests, and general account issues

  • Participate in the researching, development, and initiating programs and processes to help ensure satisfaction of affiliate partners and their accounts

  • Oversee the measurement and reporting of metrics on account growth, retention rates and other trends to determine success of affiliate partners

  • Lead the enhancement of the company's relationship with affiliate partners by providing superior partner support

  • Serve as a resource to gain knowledge and expand affiliate partner program

  • Resolve issues and concerns by investigating to determine solution that works best for the affiliate, client, and Wolters Kluwer

  • Develop working relationships with both affiliates and larger organization

Qualifications:

  • A minimum of five years of customer service or related experience

  • Bachelor's degree from an accredited college/university or equivalent work experience

  • Proficient with Microsoft Office Suite applications including Word, Excel and Outlook; experience with onli

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Representative Sarasota FL (62912)

Dentsply

Posted 4 days ago

VIEW JOBS 9/14/2019 12:00:00 AM 2019-12-13T00:00 Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. This position is located in York, Pennsylvania. Offering the cultural attractions of a big city and the down-home charm of a small town, York, PA is an extraordinary place to live, work and play. York is located in south-central Pennsylvania and is within 25 miles of Gettysburg and Lancaster, 45 miles of Baltimore and Hershey, and 100 miles of Washington, DC and Philadelphia. Engrained with a rich history and heritage and becoming one of the fastest growing cities in Pennsylvania, York is a place where the past and the present comfortably coexist. Bringing out the best in people As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us. Working at Dentsply Sirona you are able to: Develop faster - with our commitment to the best professional development. Perform better - as part of a high-performance, empowering culture. Shape an industry - with a market leader that continues to drive innovation. Make a difference -by helping improve oral health worldwide. Under general supervision, the Customer Service Representative I is responsible for processing orders via phone or by way of written requests (e.g. mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required. ESSENTIAL DUTIES: * Receives, researches and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered. * Processes customer orders recieved via telephone, fax and email accurately in our ERP system. * Evaluates information to determine if feedback constitutes a complaint. * Guides complaint resolution to ensure that proper and satisfactory closing is obtained from dealers, dentists, etc. If applicable enter complaints into the Trackwise Complaint Handling System. * May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints. * Processes literature and lead requests as received from customers or field force representatives. * Contacts customers with repair estimates for approval. * Researches customer inquiries and assures satisfactory completion. * Processes promotional orders, dental convention orders, loaner requests, customer credit requests, and fulfills free-goods requests. * Tracks customer orders and repairs as requested. * Acknowledges customer purchase orders. * Processes dealer backorder report requests. * Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, and in person. * Maintains daily interaction between Shipping, Accounting, Planning, Product Service, and Customer Service departments. * Maintains customer records by updating account information and providing detailed customer interaction notes. * Establish new customer accounts. RELATED DUTIES: * Participates in special project teams as requested. * Remains current on changes in policies, procedures and products and promotions. * Encourages sales of new or additional products. * Identifies needs and makes recommendations regarding revisions to policy and procedures. MINIMUM QUALIFICATIONS: Training and Experience * High school or high school equivalency diploma. * At least 1 year related experience in Sales or Customer Services. * Demonstrated ability to deal effectively with customers and strong telephone etiquette skills. * Experience in/or appreciation for the dental industry is preferred. Knowledge, Abilities and Skills * Experience in resolving conflict and problem solving, sometimes in a stressful environment. * Knowledge of MS Office, including Excel and MS Word. * Knowledge of AX or other similar data entry software. * Ability to perform basic arithmetic computations. * Strong oral and written communication skills are required. * Good organizational skills. * Capable of working independently. PHYSICAL REQUIREMENTS: * Frequently required to sit, stand, and walk. * Able to use a personal computer, phone and other office equipment, unassisted. Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona. If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject. Dentsply Tallahassee FL

Customer Service Lead

Wolters Kluwer