Hybrid role out of one of the listed office locations.

The Customer Service Operations Associate – Account Coordinator serves as the first point of contact on any new order by efficiently and accurately setting the order into motion for fulfillment by a service team member. They will perform set up and processing of orders for new and existing accounts in a task-based workflow process. Must have success in being detail-oriented, technologically savvy, and able to complete multiple tasks for different teams/clients simultaneously in a fast-paced environment while training and guiding others. They will develop a comprehensive background in business licensing across a wide array of industries. Ultimately, this role will drive growth of our company by being an essential part of the Product Management team.

Essential Duties and responsibilities

• Act as a liaison between departments/teams/units

• Communicate effectively with clients and team members via oral and written correspondence

• Seek new ways to improve department deliverables, products, and workflows with the goal of efficiency in mind

• Process daily orders from varied sources while adhering to specific source workflows

• Expertly handle 100-200 orders per month

• Successfully set up over 300 licenses per month

• Ensure accuracy of information throughout the order set-up process by utilizing our industry information and creating transparency of the process via system-driven task management

• Set-up and modify new and existing client accounts by creating invoices and license lines, applying requisite templates, identifying, and centralizing application materials specific to each order, and creating/monitoring tasks for order fulfillment

• Generate invoices in accordance with billing protocols

• Review incoming orders for accuracy of client expectations/requirements and pricing

• Collaborate with team members across all service teams to aide order fulfillment

• Work with the Sales and Business Development Teams to onboard new client relationships and engagements by performing requisite order set-up functions

• Assign order set-up tasks to other team members per SOPs

• Help improve our knowledge database to increase order set-up efficiencies by identifying gaps of information or outdated data requiring research review

Other Duties

Other duties as assigned.

Job Qualifications

Education: Minimum Bachelor’s degree, or equivalent

Experience:

• 3+ years of experience, preferably in the licensing field, or equivalent

Other Knowledge, Skills, Abilities or Certifications:

• Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues, and clients

• Use of considerable tact and discretion when dealing with partners, clients, or sensitive data

• Experience in training, guiding, and mentoring others

• Proven success in meeting deadlines for multiple concurrent projects

• Identifying and/or implementing process improvements.

• Ability to adapt to changing regulatory environment

• Ability to work independently, handle pressure, multi-task, and prioritize work at all times

• Excellent organizational and communication (both verbal and written) skills

• Ability and desire to work in a fast-paced environment while effectively collaborating with others

• Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)

• Excellent attention to detail and high degree of accuracy and consistency

• Consistently exceed expectations and respond actively and positively to changing circumstances

Travel requirements

• Domestic travel less than 10% of work time (e.g., training, team meetings).

• Must have a valid driver’s license.

• Ability to travel by air.

• Ability to travel independently.

• Company credit card is not provided. Employee must be able to purchase own travel. Employee travel expenses are reimbursed.

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.

Compensation:

Target salary range CA, CT, CO, HI, NY, WA: $44,000-$60,200

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.