Lead Customer Service Representative - Wolters Kluwer (Saint Cloud, MN)
Posted: Tuesday, January 8, 2013 8:53 AM
Posting Job Title: Lead Customer Service Representative Requisition Number: 12-8892 State: Minnesota City: St Cloud Shift: Not Applicable Job Description: The Financial & Compliance Services division of Wolters Kluwer consists of businesses that empower professionals in highly regulated industries to make the best decisions in a rapidly changing, global environment by providing the knowledge-rich solutions and services they need to manage risk across their business, improve efficiency and profitability, and support their firm''s goals. There are three business units within the Wolters Kluwer Financial & Compliance Services division: Wolters Kluwer Financial Services, which provides risk, compliance and audit solutions specifically designed to help financial organizations around the world manage risk, ensure compliance and improve efficiency and effectiveness; Wolters Kluwer Audit, Risk & Compliance, a provider of audit, risk and compliance software for professionals in highly regulated industries; and Wolters Kluwer Transport Services, which provides real-time marketplace and transport management services on-demand. Headquartered in Minneapolis, Minn., the Financial & Compliance Services division employs 2,100 people and has offices in more than 20 countries. The Customer Support Team Lead is responsible for having a complete and thorough knowledge of operating systems and their effect on the department, providing direction on team workflow and prioritization, staffing telephones and assisting as necessary with all the department functions. The Lead Customer Support Representative will be Responsible for: . Maintain a high customer satisfaction and providing world class service. . Responsible for identifying, analyzing, and developing policies and procedures for processes within Customer Support. . This position is responsible for provided leadership and improving processes. . Uses and oversees use of tools including: SAP ECC, SAP CRM, and I3. . Responsible for handling complex customer issues associated with complex product lines. . Assist with planning and is held accountable for specific responsibilities with projects and events associated with a customer support call center. . Responsible for ensuring accuracy of order entry and customer contacts by conducting auditing of work types performed by CSR''s. Handle escalated issues, special accounts or projects as needed. . Coach team members and promote a positive team environment. Qualifications: Minimum Education: . BA degree or equivalent 5 plus years of related experience. Minimum Experience: .3-5 years experience in Customer Service or equivalent job related experience .Excellent communication skills - verbal and written .Demonstrated ability to collaborate with a wide range of people at all levels across the organization .Maintains performance standards .Strong Customer Service Skills .Demonstrated ability to quickly adapt to changes .Ability to multi-task while working expeditiously and maintaining high level of accuracy .Ability to work with several teams to meet a common goal or objective .Ability to establish priorities, work independently and proceed with objectives without direct supervision .Ability to identify problems and bring them to a resolution .Knowledge of proper business telephone and email communications .Skill in communicating problem resolutions and additional information to dealers and company staff .Skill to use computer, internet browsing and various software packages (i.e. Microsoft Word, Windows,Outlook, Excel, etc.) .Skill to use a printer, adding machine, scanner, and/or fax machine .Understanding of Lean Six Sigma principals with a constant focus on Operational Excellence About Wolters Kluwer: Wolters Kluwer (www.wolterskluwer.com) is a market-leading global information services company. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer's leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer has 2011 annual revenues of ?3.4 billion ($4.5 billion/2.8 billion), employs approximately 19,000 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Alphen aan den Rijn, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Visit our website, YouTube or follow @Wolters_Kluwer on Twitter for more information about our customers, market positions, brands, and organization. Wolters Kluwer offers a competitive compensation and benefit package including 4-weeks of paid time off (1st year), 12 paid holidays, and a generous profit sharing program. We are an equal opportunity employer and committed to a diverse workforce.
• Location: St. Cloud
• Post ID: 9261990 stcloud