is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.
Help ensure the fulfillment team provides customers with superior customer service
Maintain expert knowledge of products including features, benefits, intended use, value proposition and competitive position to effectively serve clients by attending appropriate training courses
Monitor, manage and improve workflow processes and strategic business plans to continuously hone efficiency, customer satisfaction, revenue growth and financial results
Participate in the development and success of organizational strategy by staying abreast of the direction and business philosophy of Wolters Kluwer
Manage and lead a team of professionals by establishing standards and setting clear goals and objectives, conduct daily huddles for information sharing, assist with and facilitating team meetings, and monitor work flows and dashboards to help ensure load is evenly distributed throughout the team
Drive overall customer satisfaction and organizational success by working collaboratively and directly with customers, internal, and external resources and partnering with service teams to deliver solutions that exceed customer expectations and minimize customer impacts
Develop, analyze and respond to department trends by identifying metrics and strategies for evaluating success
A minimum of five years of related customer service experience with at least two year of experience within the financial or legal support industry
Associate’s degree from an accredited college/university or equivalent work experience; Bachelor’s degree from an accredited college or university preferred
At least one year of experience leading and managing a team through coaching, mentoring and/or training team members
Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook
Experience managing multiple concurrent projections with the ability to work independently and in a team environment
Strong analytical, problem solving, organization, time management, communication and multi-tasking skills with the ability to collaborate across multiple internal teams
Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.
Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
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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.Manager, Fulfillment