Wolters Kluwer Assistant Service Manager in Madison, Wisconsin

The Assistant Manager for Wolters Kluwer (WK) CT Corporation is a supervisor position responsible for providing front-line consultative customer service to customers AND working closely with the Manager/Senior Manager to oversee the performance and development of a team of Customer Specialists. The Assistant Manager identifies customer goals, challenges, needs and requests; utilizes expert product and industry knowledge to provide answers and initiate orders. The Assistant Manager proactively manages the entire order process (from creation through invoice and follow-up); probes for up-selling or cross-selling opportunities, and maintains strong positive working relationships with customer and strategic partners nationwide. In addition to order transactions the Assistant Manager is responsible for strong lead generation performance; handles service of process inquiries and issues at an expert level; executes complex account maintenance and proper entry of delivery instructions for our representation customers; and manages all billing, invoicing, and payment inquiries. The Assistant Manager partners with Service Management, Account Management and Sales to deliver the day to day customer experience. In addition, the Assistant Manager contributes to the monitoring, management, and improvement of workflow processes and strategic business plans to continuously hone efficiency, customer satisfaction, revenue growth and financial results. The Assistant Manager contributes to maintaining and growing revenue streams (e.g., partnering with Sales team), participates in special projects to meet organizational objectives, and develops positive working relationships with customers and internal partners. Activities of the Assistant Manager include: developing and maintaining knowledge of the department, company, and industry as a whole; providing in-depth consultative service as the initial point of contact for customer inquiries; proactively managing work orders through their entire lifecycle; managing complex financial transactions and reporting; management of team activities; assisting in the monitoring and improvement of team performance metrics; participating in the maintenance and growth of the business; assisting with the development of high-performance team to maintain CT's position as an industry leader; participating in the organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

Specific responsibilities and requirements follow.

Essential Duties and responsibilities

Develops and maintains knowledge of the department, company and industry as a whole by attending and fully engaging in formal and informal training/mentoring sessions; engaging in self- directed learning (e.g., studying information provided in a timely manner); understanding the mission, vision and goals of the team and of the service/sales organization; learning and maintaining in-depth knowledge of all processes used within the department; learning and maintaining in-depth knowledge of all systems and applications used within the department; developing and maintaining a comprehensive knowledge of all CT products and services; maintaining proficiency demonstrating the use of CT's electronic offerings; maintaining subject matter expertise in corporate filings, document retrievals and statutory representation; identifying, developing, and maintaining relationships with experts and leaders in the field; and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).

Provides expert consultative service as the initial point of contact for customer inquiries by accepting inbound calls and e-mails from customers (e.g., small businesses, law firms, corporations); responding to incoming client calls and e-mails in a timely manner; participating in phone conference and/or face-to-face client visits; developing and maintaining strong positive working relationships with customers throughout the Small Business; utilizing a consultative customer service approach to identify and fully understand customer needs, challenges and goals (e.g., corporate document retrieval, filing services); providing information to answer all levels of customer questions including inquiries escalated from less experienced team members (e.g., customer complaints, billing inquiries); providing subject matter expertise to help customers reach business decisions (e.g., corporate filings, document retrievals, state requirements, options for forming new business entities); providing subject matter expertise with advanced processes (e.g., mergers, withdrawals); understanding and articulating how CT products and services can solve customer business challenges/needs, and achieve customer goals; and modeling and reinforcing team and organizational best practices.

Proactively manages the order through the entire lifecycle by utilizing internal electronic systems and customer electronic interface tools to create work orders; performing order fulfillment activities (e.g., reviewing filing procedures, completing documents, compiling search results, interacting with customers); working extensively with FCOE offices, correspondent networks and state filing officials to complete work orders; tracking, following-up, and updating customers on order status (e.g., state corporate filing status, due by dates); monitoring Dashboard and contacting customers to rectify rejected orders; maintaining accurate order, financial and customer records; and providing in depth consultative customer service throughout the entire project lifecycle.

Promotes additional CT offerings to meet customer needs by delivering lead generation opportunities as well as opportunities to up-sell and cross-sell the full array of CT products and services (e.g., ARMS, Business Licenses, hCue, UCC, Global); providing comprehensive answers to questions about CT products and services; setting clear expectations regarding the capability of CT products and services; engaging additional resources to help advance or close sales opportunities (e.g., management, sales); participating on sales phone calls or visits upon request; promoting increased usage of CT's products and services; and partnering with Service, Sales, and Account Management in the development of customer accounts.

Manages customer billing and payment inquiries as well as executes all financial transactions by posting charges for customer transactions; applying payment of invoices when necessary, adjusting, crediting, voiding financial charges as necessary in accordance with our policies to ensure fair and accurate billing; issuing checks for disbursements; following through to collection; and receiving and documenting appropriate approvals with regards to discounts, credits, etc.

Oversees Service of Process inquiries and issue resolution, manages execution of account maintenance and proper entry of delivery instructions for our representation customers flawlessly by working with customers tounderstand their needs, partnering with account management to execute on their needs and coordinates with FCOEto make sure that they understand the customer needs and how to interpret our records in order to execute ondeliverables.

Assists in managing the day-to-day activity of team by monitoring operations to ensure the workload is evenly distributed throughout the team; effectively delegating a portion of team-based responsibilities to team members; maximizing team member productivity for delivering revenue; ensuring proper coverage of incoming client requests; promoting teamwork; completing regular quality audits to ensure consistency and accuracy across all team members; providing continuous feedback to the team through coaching and one-on-one observations; helping the team to understand and manage organizational changes; and aligning all activities with the organizations goals, vision and missions.

Assists with monitoring and improving team performance metrics by evaluating performance and contributing to the overall financial health of company; reviewing and analyzing metric reports (e.g., data related to speed, quality, reliability, accuracy, customer experience, financial performance) to identify improvement opportunities; gathering and implementing recommendations for process improvements from all sources (e.g., staff, associates, partners, customers) to deliver on organizational goals (e.g., efficiency, employee satisfaction, customer satisfaction, retention of existing customers, revenue growth, financial results); designing and implementing action plans that have a positive effect on the organizations goals, vision and mission; facilitating consistency through the use of best practices and processes across all team members; aligning and coordinating major change initiatives within a common framework; and ensuring all team activities meet or exceed organizational requirements for management, health and safety, legal stipulations, and general duty of care.

Participates in the maintenance and growth of business by promoting the identification of up-sell/cross-sell opportunities by staff for the full array of CLS products and services (e.g., ARMS, Business Licenses, hCue, UCC, Global); communicating opportunities to integrate additional services and electronic offerings into customer organizations to sales counterparts (in order to offer a more complete compliance solution to the customer); participating in sales calls and sales presentations; representing CT in interactions with customers as a subject matter expert in areas such as registered agent services, service of process, and corporate legal services; articulating and demonstrating the value and benefit of CT's service offerings directly to customers; providing comprehensive answers to questions about CT products and services; guiding efforts to retain current CT customers; setting clear expectations regarding the capabilities of CT products and services; promoting increased usage of CT's products and services within existing client base; and partnering with sales counterparts in the development of new customer accounts.

Participates in organizational activities to meet or exceed company objectives by traveling to CT offices that need temporary assistance (e.g., understaffed, training); providing leadership during the Manager/Senior Manager's absence; contributing to the development of strategic business plans to ensure the continued growth of business; applying knowledge and expertise to special projects and initiatives that will help drive profitability and growth (e.g., national projects); participating in strategic discussions with departmental leadership; sharing analytical, quantitative, and conceptual insights to enhance the organization; identifying opportunities to collaborate across groups and/or leverage partnerships; collaborating with peers to develop and advance companywide initiatives and strategies; participating as a functional member of committees; and serving as a key business leader, thought leader, and role model within the organization.

Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of

Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

Other Duties

  • Demonstrates an active leadership role within the team.

  • Proactively pursues professional development activities (e.g., reviewing professional publications, pursuing training opportunities, establishing personal networks).

  • Manages time and company resources appropriately.

  • Performs other duties as requested by the Manager.


Minimum: Bachelor's Degree in Business or related discipline; OR, if no degree, 5 years of

consultative customer service experience.

Preferred: None


Minimum Experience: 2 year of consultative customer service experience, including:

*Performing consultative customer service.

*Performing complex filing requests (e.g., mergers, withdrawals, corporate filings, annual report


*Managing multiple concurrent projects.

*Generating add-on sales revenue.

*Coaching and mentoring team members.

*Providing team leadership.

*Working independently and in a team environment.

*Collaborating across multiple internal teams (e.g., support teams, sales).

*Demonstrating strong analytical and problem solving skills.

*Demonstrating organization, time management, and multi-tasking skills.

*Demonstrating strong written and verbal communication.

*Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred Experience (includes minimum): 3 years of consultative customer service experience,


*Working in the banking, insurance, hospitality, retail or legal industry.

*Familiarity with Salesforce.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled