Senior Customer Service Operations Associate

<p><b>#BETHEDIFFERENCE</b></p><p><b>If making a difference matters to you, then you matter to us.</b></p><p>Join us, at <b>Wolters Kluwer</b>, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software &amp; information solutions that the world’s leading <span>professionals rely</span> on, in the moments that matter most.</p><p><span>You’ll be supported</span> by collaborative colleagues who share a purpose. We are 21,000 people unique in our dreams, life stories, abilities, and passions who come together every day with one ambition: to make a difference.​ We do our best work together, connecting to create new innovations with impact.</p><p></p><p><b>About the role</b></p><p><span><span>The </span><span>Customer Service </span><span>Analy</span><span>st</span><span> </span><span>is primarily responsible for data entry into SAP ECC to support the Order </span><span>to Cash f</span><span>or Compliance Solutions products and services. This position uses independent judgment and </span><span>decision making as well as analytical skills to use multiple procedures and policies necessary to ensure </span><br/><span>accurate and timely invoicing. There is high financial impac</span><span>t as a result of the entry being done as it </span><span>relates to revenue recognition, cashflow and sales compensation etc. In addition, this position involves </span><span>provisioning customers their access to our products and services which also impacts revenue as well as </span><br/><span>the </span><span>customer experience.</span><span> </span></span></p><p></p><p><b><span><span>Responsibilities </span></span></b></p><ul><li><p><span><span>Identifies inputs from source documents related to invoicing, contract/maintenance renewals, </span><span>and licensing to ensure orders are invoiced accurately and promptly.</span><span> </span></span></p></li><li><p><span><span>Uses SAP ECC system to enter/updat</span><span>e orders according to customer requirements and manages </span><span>orders</span><span> </span><span>through the fulfillment process.</span><span> </span></span></p></li><li><p><span><span>Identifies potential issues related to invoicing based on customer historical invoicing patterns to </span><span>e</span><span>nsure orders are invoiced accurately.</span><span> </span></span></p></li><li><p><span><span>Occasionally work fro</span><span>m spreadsheets to gather information necessary to update values into SAP </span><span>ECC that will trigger invoices</span><span> </span></span></p></li><li><p><span><span>Use multiple SaaS based systems to Provision customers for use of their products.</span><span> </span></span></p></li><li><p><span><span>Use SaaS based customer billing portals to submit their invoices in a </span><span>timely manner to ensure we </span><span>receive timely payment</span><span> </span></span></p></li><li><p><span><span>Pull copies of contracts from document retention system</span><span> </span></span></p></li><li><p><span><span>Cancel invoices and re</span><span>-</span><span>invoice after manually updating key data points in SAP</span><span> </span></span></p></li><li><p><span><span>Execute custom invoice handling reports and actions to ensure accurate d</span><span>elivery and handling of </span><span>customer requirements</span><span> </span></span></p></li><li><p><span><span>Reconciliation of credit card payments via CVent against invoices generated to ensure payments </span><span>can</span><span> </span><span>align to clear the invoice</span><span> </span></span></p></li><li><p><span><span>Review renewal SAP contracts for potential late invoicing and execute as necessary</span><span> </span></span></p></li><li><p><span><span>A</span><span>ssist with projects to perform repeat transactions that result in many accounts being updated </span><span>for the same task that cannot be automated</span><span> </span></span></p></li><li><p><span><span>Use of Sales Force to work from case queues to obtain work as well as re</span><span>-</span><span>distribute to other </span><span>d</span><span>epartments</span><span> </span><span>as well as to co</span><span>mmunicate with clients.</span></span></p></li></ul><p></p><p><b><span><span>Requirements: </span></span></b></p><ul><li><p><span>Bachelor’s degree</span></p></li><li><p><span><span>2 years’ experience and demonstrated ability in extensive data entry </span><span> </span></span></p></li><li><p><span><span>SAP experience preferred </span><span> </span></span></p></li><li><p><span>Fluency in English</span></p></li><li><p><span><span>Previous data entry and SaaS based solutions preferred but not required</span><span> </span></span></p></li><li><p><span><span>Excellent attention to details with the ability to retain knowledge of operating systems, </span><span>procedures, products, compliance and customer information while managing multiple tasks and </span><span>maintai