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Customer Service Specialist

Company: Wolters Kluwer
Location: Alpharetta
Posted on: June 6, 2021

Job Description:

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 resolution meetings.

+ 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

+ Break loose complex situations, propose resolution.

+ Submit Salesforce case for Billing Specialist to action for resolution.

+ 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 expectations.

+ 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.

**Education** :

Minimum: Bachelor's Degree in Business or related discipline; OR, if no degree, 6 years of consultative customer service experience.

**Experience** :

Minimum: 2 years of consultative customer service or account management experience, including:

+ Performing consultative customer service.

+ Handling complex payment, accounting, and/or record-keeping requests.

+ Managing multiple concurrent projects.

+ Working independently and in a team environment.

+ Collaborating across multiple internal teams (e.g., support teams, sales).

+ Demonstrating strong analytical and problem-solving skills.

+ Demonstrating organization, time management, and multi-tasking skills.

+ Demonstrating strong written and verbal communication.

+ Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

+ Knowledge of processes and systems utilized, including JD Edwards,, 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 customers.

+ Ability to work effectively under deadlines.

+ Ability to understand financial relationships.

+ Analytical, mathematical, technical, and problem-solving skills.


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.

Keywords: Wolters Kluwer, Alpharetta , Customer Service Specialist, Other , Alpharetta, Georgia

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