Customer Service Coordinator at Wolters Kluwer


The Customer Service Coordinator for Wolters Kluwer (WK) Corporate Legal Services (CLS) CT Corporation is a senior-level position responsible for providing front-line consultative customer service via phone and email to customers (e.g., law firms, corporations). The Customer Service Coordinator identifies customer goals, challenges, needs and requests, and utilizes expert product and industry knowledge to provide answers and initiate orders. The Customer Service Coordinator proactively manages the entire order process (from creation through invoice and follow-up), executes on cross-selling opportunities, and maintains several specific positive working relationships with customers and strategic partners nationwide. The Customer Service Coordinator mentors and coaches team members, contributes to the development of strategic business plans, and regularly contributes to special projects (e.g., managing some aspects of team workflow, regional and national initiatives, assisting understaffed offices) to ensure the needs of the organization are met. In addition, the Customer Service Coordinator serves as a role model for team members, leads by example, quickly adapts to change, embraces new policies and procedures and maintains a minimum of target/excellence with all their performance metrics.
Responsibilities:
  • Develops and maintains knowledge of the department, company and industry as a whole by attending and fully engaging in formal and informal training/mentoring sessions; engaging in self-directed learning (e.g., studying information provided in a timely manner)
  • Understands the mission, vision and goals of the team and of the service/sales organization
  • Learns and maintains in-depth knowledge of all processes used within the department; learning and maintaining in-depth knowledge of all systems and applications used within the department; developing and maintaining a comprehensive knowledge of all CT products and services; maintaining proficiency demonstrating the use of CT’s electronic offerings; maintaining subject matter expertise in corporate filings, document retrievals and statutory representation
  • Identifying, developing, and maintaining relationships with experts and leaders in the field; and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).
  • Provides in-depth consultative service as the initial point of contact for customer inquiries by accepting inbound calls and e-mails from customers (e.g., law firms, corporations); responding to incoming client calls and e-mails in a timely manner; participating in face-to-face client visits; developing and maintaining positive working relationships with customers throughout the territory; utilizing a consultative customer service approach to identify and fully understand customer needs, challenges and goals (e.g., corporate document retrieval, filing services); providing information to answer all levels of customer questions (e.g., billing inquiries); providing subject matter expertise to help customers reach business decisions (e.g., corporate filings, document retrievals, state requirements, options for forming new business entities); providing subject matter expertise to help customers with advanced processes (e.g., mergers, withdrawals); regularly presenting how CT products and services can solve customer business challenges/needs, and achieve customer goals; and modeling and reinforcing team and organizational best practices.
  • Proactively manages the order through the entire lifecycle by utilizing internal electronic systems and customer electronic interface tools to create work orders; performing order fulfillment activities (e.g., reviewing filing procedures, completing documents, compiling search results, interacting with customers); working extensively with CT Fulfillment offices, correspondent networks and state filing officials to complete work orders; tracking, following-up, and updating customers on order status (e.g., state corporate filing status, due by dates); monitoring the OrderPoint Dashboard and contacting customers to rectify rejected orders; maintaining accurate order, financial and customer records; and providing in-depth consultative customer service throughout the entire project lifecycle.
  • Promotes additional CT offerings to meet customer needs and performance goals by identifying opportunities to up-sell and cross-sell the full array of CLS products and services (e.g., UCC, International, Corsearch, Business Licenses); providing comprehensive answers to questions about CT products and services; setting clear expectations regarding the capability of CT products and services; engaging additional resources to help advance or close sales opportunities (e.g., management, sales); participating on sales calls upon request; promoting increased usage of CT’s products and services; and partnering with Account Executives in the development of customer accounts.
  • Manages complex financial transactions and reporting by posting charges for customer transactions; adjusting complex financial charges as necessary to ensure fair and accurate billing; exercising high level credit judgment and decision making skills to release hold in the Manager’s absence; issuing checks for disbursements; and following through to collection.
  • Participates in organizational activities to meet or exceed company objectives by coaching, mentoring and motivating team members (e.g., Associate Customer Specialists, Customer Specialists, new employees) to help maintain CT’s position as an industry leader; traveling to CT offices that need temporary assistance (e.g., understaffed, training); providing leadership during the Manager’s absence; contributing to the development of strategic business plans to ensure the continued growth of business; analyzing processes and procedures and providing creative recommendations on how to increase efficiency, employee engagement, customer satisfaction, retention, revenue growth and financial results; applying knowledge from background area of expertise to special projects that will help drive profitability and growth (e.g., national projects); participating in thought provoking, strategic discussions with departmental leadership; sharing analytical, quantitative, and conceptual insights to enhance the organization; identifying opportunities to collaborate across groups and/or leverage partnerships; regularly collaborating with peers to develop and advance company-wide initiatives and strategies; participating as a functional member of committees; and serving as a key business leader, thought leader, and role model within the organization.
  • Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

Job Qualifications:
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 experience, including:
  • Performing consultative customer service.
  • Performing complex filing requests (e.g., mergers, withdrawals).
  • Managing multiple concurrent projects.
  • Generating add-on sales revenue.
  • Coaching and mentoring team members.
  • Providing team leadership (e.g., delegating).
  • 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)

Preferred: 3 years of consultative customer service experience, including:
  • Working in the banking, insurance, hospitality, retail or legal industry.

Travel Requirements:
  • Domestic travel less than 10% of work time.
  • Ability to travel independently.
  • Ability to travel by air.
  • Company credit card is not provided. Employee must be able to purchase own travel. Employee travel expenses are reimbursed.

Physical Demands:
  • 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.

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