Senior Customer Service Representative

Job description

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 year of customer service or order management experience 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. Familiarity with ERP systems (e.g., SAP or Netsuite) Banking/financial institution experience SaaS, software, or technology-driven environment 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 USD This 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.