Senior Customer Service Representative

Wolters Kluwer N.V.; Minneapolis, Northern (MN, KY); Hybrid; USD 34,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer N.V. in Minneapolis seeks a Senior Customer Service Representative to ensure accurate, timely order processing, convert signed agreements into clean ERP data, and support billing, revenue recognition, and provisioning.

The role requires meticulous attention to detail, system aptitude, and strict SOP adherence. You will serve as a liaison with Sales, Finance, Operations, and Customer Success, handling inquiries about orders, invoicing, provisioning, and account status within

Qualifications

• 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.
• Demonstrated ability to manage multiple tasks, meet deadlines, and work effectively in a fast-paced environment.
• Prefer familiarity with software subscription billing models.
• Prefer familiarity with ERP systems (e.g., SAP or Netsuite) and Salesforce exposure.
• Prefer experience supporting cross-functional teams in a shared services environment.

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.
• Product Provisioning for Customers: Provision customer access to products and services using multiple systems and platforms.
• Billing & Invoicing Support: Monitor invoicing readiness and ensure all order elements necessary for billing are entered accurately.
• Customer & Internal Communication: Handle inquiries regarding contract status, order entry, provisioning, and billing in a professional and timely manner.
• Process Improvement & Quality Assurance: Maintain adherence to SOPs and participate in cross-functional projects to improve workflows.

Skills

Attention to detail

Data entry accuracy

Order management

Strong communication

Learn new applications

Fast-paced work

Tools

SAP

Netsuite

Salesforce

ERP systems

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

• 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


• Preferred: Familiarity with ERP systems (e.g., SAP or Netsuite) Banking/financial institution experience


• Preferred: SaaS, software, or technology‑driven environment experience Exposure to CRM systems such as Salesforce


• Preferred: 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

Compensation

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.

Benefits

• 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.

Company Culture

We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI‑powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity.

We deliver trusted, AI‑powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert‑validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI‑powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud‑based, AI‑powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high‑stakes environments where accuracy and trust are essential. With a nearly 190‑year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Diversity & Inclusion

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.