Account Coordinator (Hybrid-Hagerstown-MD)

Hybrid position twice a week out of the Hagerstown, MD office.

The Wolters Kluwer Health LRP (Learning, Research & Practice) Customer Engagement – Account Coordinator is responsible for the utilization of several systems to provide account maintenance, order processing, and support for HLRP Enterprise customers and sales. This person ensures accurate fulfillment of product and subscription services to our customers.

Ovid Medical Research Platform | Wolters Kluwer

Essential Duties:

• Accurately process orders for institutional customers by ensuring best business practices and policies.

• Manage online access setup for orders processed utilizing various external platforms; maintain a preferred method of access for customers (ie. IP authentication, Federated Access, Username/Password)

• Invoice management to include billing queries, payment processing, correction requests, and regular communications with finance.

• Adhere to daily and monthly deadlines to ensure appropriate response times to internal & external customers and minimal backlog during financial close periods.

• Support record retention and documentation requirements by accurately utilizing CRM, fulfillment systems, email, and other company-approved tools (ex. Office365, Microsoft Teams)

• Provide support and build relationships with customers and internal teams through all communication channels including but not limited to written and verbal (phone) correspondence.

• Partner with other departments on customer and team-focus initiatives.

• Correspond with sales teams daily to ensure optimum customer experiences.

Education: 

High School Diploma or Equivalent

Required Experience: 

• Minimum 2 years of customer support experience in an office environment.

• Knowledge of Microsoft Office.

Preferred Experience:

• Technical or accounting experience.

• Support of large institutional customers.

• Knowledge of CRM systems (Salesforce.com).  

Travel:

Once a year for a team summit meeting.

Other Knowledge, Skills, and Abilities:

Ability to work in a fast-paced, high-volume environment with strong organizational, analytical, and time management skills.  Must possess excellent verbal and written communication skills.

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