The **Customer Service Specialist** is the liaison between the
North America Accounting Center organization, the customer, and the
respective Sales and Service teams to actively reduce the
unresolved invoice disputes and issues to make it easier for
customers to pay.
**Essential Duties and Responsibilities:**
+ Manages invoice disputes through the entire lifecycle by
learning internal systems and customer interface tools, tracking,
and updating customers on status.
+ Set up a formal structure to increase efficiency of dispute
+ Provide 'standard' reporting to the dedicated teams on a
weekly basis and daily if needed.
+ Actively pursue and discuss issues with the Business, Sales &
Service teams and follow up accordingly.
+ Contact customer directly to understand invoice issue and
document the details in Salesforce.com.
+ Break loose complex situations, propose resolution.
+ Submit Salesforce case for Billing Specialist to action for
+ Ensure resolved disputes are circled back to the Accounting
Center and removed timely.
+ Monitor and drive results to expedite customer payment.
+ Document customer's special handling requirements of monthly
statements and invoices to consistently deliver against these
+ Participates in organizational activities to meet or exceed
company objectives by partnering with other team members and
Managers to help develop action plans to reduce or eliminate
defects; identifying opportunities to collaborate across groups
and/or leverage partnerships; and collaborating with peers to
advance company-wide initiatives.
+ Performs other duties as assigned by Manager.
Minimum: Bachelor's Degree in Business or related discipline;
OR, if no degree, 6 years of consultative customer service
Minimum: 2 years of consultative customer service or account
management experience, including:
+ Performing consultative customer service.
+ Handling complex payment, accounting, and/or record-keeping
+ Managing multiple concurrent projects.
+ Working independently and in a team environment.
+ Collaborating across multiple internal teams (e.g., support
+ Demonstrating strong analytical and problem-solving
+ Demonstrating organization, time management, and multi-tasking
+ Demonstrating strong written and verbal communication.
+ Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint,
+ Knowledge of processes and systems utilized, including JD
Edwards, Salesforce.com, Excel.
+ Account Receivable experience is a plus.
**Other Knowledge, Skills, Abilities or Certifications:**
+ Ability to take initiative, prioritize and problem solve.
+ Able to be a team player and work in team atmosphere
+ Excellent customer service skills.
+ Strong verbal and written communication skills.
+ Ability to communicate effectively with internal and external
+ Ability to work effectively under deadlines.
+ Ability to understand financial relationships.
+ Analytical, mathematical, technical, and problem-solving
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.