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Customer Service Trainer

3 months ago

Oak Brook, United States Mauser Packaging Solutions Full time

Mauser Packaging Solutions is a global leader in solutions and services across the packaging lifecycle, providing packaging worldwide to companies in industries from food, personal care, paints, and chemicals.

Position Summary: Customer Service Trainer assists the Director of Customer Service with designing and delivering training programs for customer service staff including new hires and existing team members. Working with the CS managers, the Customer Service Trainer will track staff performance to assess training effectiveness and ongoing needs. They will ensure all Customer Service Representatives understand and grasp the required concepts comprehensively.

Customer Service Trainer assists the Director of Customer Service with designing and delivering training programs for customer service staff including new hires and existing team members. Working with the CS managers, the Customer Service Trainer will track staff performance to assess training effectiveness and ongoing needs. They will ensure all Customer Service Representatives understand and grasp the required concepts comprehensively.

Responsibilities

  • Develop and maintain documents for various processes, assist in preparing appropriate development plans for same.
  • Facilitate in providing training sessions (live and virtual), develop appropriate objectives, and ensure achievement.
  • Create and conduct surveys to assess and address training gaps for existing CSRs.
  • Lead on-the-job coaching, develop educational material, and organize training sessions for new and existing CSRs.
  • Monitor available data to ensure departmental accuracy. Supports set activities to achieve goals. Reviews and addresses customer service reporting opportunities within the department and with CS Managers.

Requirements:

  • 5+ years of Customer Service / Account Management or related experience
  • High attention to detail and organization skills.
  • Subject Matter Expert (SME) of all related systems as they pertain to Customer Service including QAD, IPC, and report generation.
  • Demonstrated understanding of other departments, how they operate, and the impact of Customer Service on these departments
  • Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet
  • Professional verbal and written communication
  • Possess proven leadership experience and ability to motivate employees and create a positive team environment
  • Strong customer service advocacy, upbeat, and must enjoy working with people
  • Associate or Bachelor’s Degree preferred but not required
  • Some Travel required - 10 - 25%