Talent.com
CUSTOMER SERVICE TRAINER

CUSTOMER SERVICE TRAINER

Mauser Packaging SolutionsCarol Stream, IL, United States
7 days ago
Job type
  • Full-time
Job description

Mauser is one of the largest manufacturers of rigid metal and plastic containers in North America. Our diverse products and broad geographic reach have made us a market leader in the general line packaging industry. Mauser offers comprehensive packaging for a wide variety of applications. Mauser is an Equal Opportunity Employer of minorities / females / vets / disability.

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 Customer Service Managers, the Customer Service Trainer will track employee performance to assess training effectiveness and ongoing needs. They will ensure all Customer Service Representatives understand and grasp the required concepts comprehensively. The Customer Service Trainer will create and implement a Training Roadmap for the Customer Service team and other support departments. They will help contribute to the continuous learning culture at Mauser Packaging Solutions.

Responsibilities :

  • Design and create training and development curriculum for the Customer Service team and other support departments.
  • Develop educational material, develop and maintain documents for customer service processes, assist in preparing appropriate development plans for same.
  • Lead on-the-job coaching, facilitate in organizing and providing training sessions (live and virtual) for new and existing CSRs, developing appropriate objectives and ensuring achievement.
  • Create and conduct surveys to assess and address training gaps.
  • Audit available data to ensure departmental accuracy.
  • Support continuous improvement to achieve goals.
  • Review and addresses customer service reporting opportunities within the department and with Customer Service Managers.
  • Develop and maintain Mausers library of training material and documentation

Requirements :

  • 2+ years experience in designing, implementing and delivering effective training programs.
  • 2+ years experience in conducting root cause analysis investigations
  • 2+ years experience training others to new processes or procedural updates
  • Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, and learning management systems (LMS);
  • Experience with Enterprise Resource Planning (ERP) and Reporting systems
  • Professional verbal and written communication; strong listening skills
  • Possess proven leadership experience and ability to motivate employees and create a positive team environment
  • Strong customer service advocacy, positive nature and must enjoy working with people
  • Associate or Bachelors Degree preferred but not required

    • Some Travel required 10 - 25%

    Do you want to work with people who are dedicated to innovation and making the world a better place? Do you want to build a career with a company that provides opportunities for growth and development?

    Mauser Packaging Solutions is that company.

    Our mission is to help our customers achieve better sustainability with their packaging. And we do that by giving our people the opportunity to do important work, solve interesting problems and be part of a diverse, forward-looking team.

    At Mauser Packaging Solutions, you can be proud to work for a company thats always striving to innovate and serve customers betterand help them be better stewards of the environment.

    Whether youre a seasoned professionalor just beginning your careertheres a place where you can help make a difference at Mauser Packaging Solutions. Join us!

    Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.