Senior Customer Service Representative
Wolters Kluwer N.V., Saint Paul, Minnesota, United States
Senior Customer Service Representative page is loaded## Senior Customer Service Representativeremote type:
Hybrid (8 days/month)locations:
USA - St Cloud, MNtime type:
Full timeposted on:
Posted Todayjob requisition id:
R0054515**Work type:** Hybrid. Qualified applicants must be able to commute to office in **St. Cloud, MN** two days per week.**Position Summary**The Senior Customer Service Representative plays a critical role in ensuring accurate, timely processing of customer orders and detailed information within the ERP systems. This position is responsible for converting signed customer agreements into clean, compliant data entries that support billing, invoicing, revenue recognition, and product provisioning.The role requires exceptional attention to detail, strong systems aptitude, and the ability to follow complex SOPs with consistency. In addition, this individual will serve as a point of contact for internal teams and customers regarding order status, invoicing questions, provisioning issues, and general account inquiries.**Key Responsibilities****Order & Contract Processing*** Review and interpret signed customer contracts for software products to ensure accuracy and completeness before entry.* Enter customer order information into the ERP system (SAP and Netsuite) following established SOPs and order-to-cash workflows.* Validate data to ensure compliance with billing schedules, pricing, contract terms, and revenue recognition guidelines.* Identify discrepancies or missing information and proactively follow up with internal stakeholders to resolve issues quickly.**Product Provisioning for Customers*** Provision customer access to products and services using multiple systems and platforms.* Ensure provisioning steps are fully documented and completed within required timelines.* Collaborate with technical and operational teams to troubleshoot provisioning issues or access-related questions.**Billing & Invoicing Support*** Monitor invoicing readiness and ensure all order elements necessary for billing are entered accurately.* Work closely with Finance and Accounting teams to support invoice generation and resolve any data issues impacting billing.* Respond to internal and external inquiries regarding invoice details, account adjustments, or billing status.**Customer & Internal Communication*** Handle inquiries via phone and email from internal teams (Sales, Finance, Operations, Customer Success) regarding contract status, order entry, provisioning, and billing.* Assist customers with invoice questions, account updates, or order-related questions in a professional and timely manner.* Provide clear, accurate communication and maintain thorough documentation of interactions within Salesforce system.**Process Improvement & Quality Assurance*** Maintain strict adherence to SOPs while identifying opportunities to streamline processes and enhance order accuracy.* Participate in cross-functional projects related to system upgrades, workflow improvements, or new product rollouts.* Support training of new team members by sharing best practices and serving as a subject matter expert in the order-to-cash process.**Qualifications****Required*** 1+ years of customer service, order management, or order-to-cash experience, in a SaaS, software, or technology-driven environment. Technical support experience, required.* Familiarity with ERP systems (e.g., SAP or Netsuite) and ability to quickly learn new applications.* Experience working with multiple systems for product provisioning or customer account setup.* Excellent attention to detail and accuracy in data entry; ability to interpret contracts and understand financial implications.* Strong written and verbal communication skills, including the ability to grasp information clearly.* Demonstrated ability to manage multiple tasks, meet deadlines, and work effectively in a fast-paced environment.**Preferred*** Familiarity with software subscription billing models.* Banking/financial institution experience* Exposure to CRM systems such as Salesforce.* Experience supporting cross-functional teams in a shared services or centralized operations environment.**Key Competencies*** **Analytical Thinking & Problem Solving** – Able to interpret data, identify discrepancies, and propose solutions.* **Systems Fluency** – Comfortable navigating multiple applications with accuracy and speed.* **Customer Focus** – Provides high‑quality service to internal and external stakeholders.* **Process Orientation** – Follows SOPs consistently and supports continuous improvement.* **Communication & Collaboration** – Strong interpersonal skills and the ability to work effectively across teams.**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.**## Our Interview Practices*To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.**Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.***Compensation:**$34,000.00 - $57,500.00 USDThis role is eligible for Bonus.*Compensation range listed is based on primary location of the position.
Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.*## **Additional Information**:Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.**Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.**Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on , , and .At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.In 2024 we were awarded Ragan’s Top Places #J-18808-Ljbffr
Hybrid (8 days/month)locations:
USA - St Cloud, MNtime type:
Full timeposted on:
Posted Todayjob requisition id:
R0054515**Work type:** Hybrid. Qualified applicants must be able to commute to office in **St. Cloud, MN** two days per week.**Position Summary**The Senior Customer Service Representative plays a critical role in ensuring accurate, timely processing of customer orders and detailed information within the ERP systems. This position is responsible for converting signed customer agreements into clean, compliant data entries that support billing, invoicing, revenue recognition, and product provisioning.The role requires exceptional attention to detail, strong systems aptitude, and the ability to follow complex SOPs with consistency. In addition, this individual will serve as a point of contact for internal teams and customers regarding order status, invoicing questions, provisioning issues, and general account inquiries.**Key Responsibilities****Order & Contract Processing*** Review and interpret signed customer contracts for software products to ensure accuracy and completeness before entry.* Enter customer order information into the ERP system (SAP and Netsuite) following established SOPs and order-to-cash workflows.* Validate data to ensure compliance with billing schedules, pricing, contract terms, and revenue recognition guidelines.* Identify discrepancies or missing information and proactively follow up with internal stakeholders to resolve issues quickly.**Product Provisioning for Customers*** Provision customer access to products and services using multiple systems and platforms.* Ensure provisioning steps are fully documented and completed within required timelines.* Collaborate with technical and operational teams to troubleshoot provisioning issues or access-related questions.**Billing & Invoicing Support*** Monitor invoicing readiness and ensure all order elements necessary for billing are entered accurately.* Work closely with Finance and Accounting teams to support invoice generation and resolve any data issues impacting billing.* Respond to internal and external inquiries regarding invoice details, account adjustments, or billing status.**Customer & Internal Communication*** Handle inquiries via phone and email from internal teams (Sales, Finance, Operations, Customer Success) regarding contract status, order entry, provisioning, and billing.* Assist customers with invoice questions, account updates, or order-related questions in a professional and timely manner.* Provide clear, accurate communication and maintain thorough documentation of interactions within Salesforce system.**Process Improvement & Quality Assurance*** Maintain strict adherence to SOPs while identifying opportunities to streamline processes and enhance order accuracy.* Participate in cross-functional projects related to system upgrades, workflow improvements, or new product rollouts.* Support training of new team members by sharing best practices and serving as a subject matter expert in the order-to-cash process.**Qualifications****Required*** 1+ years of customer service, order management, or order-to-cash experience, in a SaaS, software, or technology-driven environment. Technical support experience, required.* Familiarity with ERP systems (e.g., SAP or Netsuite) and ability to quickly learn new applications.* Experience working with multiple systems for product provisioning or customer account setup.* Excellent attention to detail and accuracy in data entry; ability to interpret contracts and understand financial implications.* Strong written and verbal communication skills, including the ability to grasp information clearly.* Demonstrated ability to manage multiple tasks, meet deadlines, and work effectively in a fast-paced environment.**Preferred*** Familiarity with software subscription billing models.* Banking/financial institution experience* Exposure to CRM systems such as Salesforce.* Experience supporting cross-functional teams in a shared services or centralized operations environment.**Key Competencies*** **Analytical Thinking & Problem Solving** – Able to interpret data, identify discrepancies, and propose solutions.* **Systems Fluency** – Comfortable navigating multiple applications with accuracy and speed.* **Customer Focus** – Provides high‑quality service to internal and external stakeholders.* **Process Orientation** – Follows SOPs consistently and supports continuous improvement.* **Communication & Collaboration** – Strong interpersonal skills and the ability to work effectively across teams.**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.**## Our Interview Practices*To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.**Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.***Compensation:**$34,000.00 - $57,500.00 USDThis role is eligible for Bonus.*Compensation range listed is based on primary location of the position.
Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.*## **Additional Information**:Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.**Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.**Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on , , and .At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.In 2024 we were awarded Ragan’s Top Places #J-18808-Ljbffr