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Customer Service Trainer

Company: Dart Container of Michigan
Location: Mason
Posted on: September 20, 2022

Job Description:

The Customer Service Trainer is responsible for conducting the Customer Service Representative (CSR) training program for newly hired and current CSRs. Training will be aimed at developing and evaluating the competencies of the CSRs related to providing expected service levels to our customers, utilizing our CRM, TMS, and SAP Systems and business processes.

Dart employees enjoy the flexibility of a hybrid work schedule, working 3 days in the office and 2 days from home.

Day-to-Day Role:

* Schedule and conduct training to newly hired and current CSRs, Order Entry (OE), and support personnel related to CRM, SAP, and Customer Service (CS) Department business processes
* Develop and update education materials, such as training documents, how-to manuals, and instructional videos along with other resources utilized in new hire CSR classes in order to maintain current up-to-date information regarding day-to-day functions of a CSR
* Monitor the effectiveness of current training programs to identify where additional materials or modifications are needed, and provide recommendations for improvement
* Update SharePoint site with new product information, updates, training schedules, and any other Customer Service-related information that would be helpful as a resource for Customer Service
* Prepare and arrange classroom handouts, instructional materials, product samples, teaching aids, and manuals in preparation for training classes
* Keep abreast of changes in policies, procedures, regulations, business initiatives and technologies that affect training of CSRs
* Provide feedback to Managers and Supervisors on training needs and changes, and make recommendations to managers based on outcomes
* Utilize a system to gauge the effectiveness of training at various checkpoints in the training process; discuss the results with Supervisors and the Customer Service Business Process Manager and ensure that follow up training is accomplished to meet the needs of the CSR position
* Maintain a strong understanding of systems, order management and business processes related to the Customer Service area
* Collaborate with the Quality Assurance Specialist to recognize training opportunities realized within the QA program

Core Skills and Qualifications:

The ideal candidate must possess all of the following:

* Requires one of the following:
* Associate's Degree with an emphasis in Training, Learning and Development, or related field of study
* One (1) year of experience in a Customer Service Contact Center environment

* Experience using Microsoft Office, including the ability to create basic reports, documents, presentations, and spreadsheets in MS Word, MS Excel, and advanced MS PowerPoint skills.
* Excellent verbal and written communication skills necessary in order to explain complex and difficult concepts to individuals, groups or work teams
* Ability to effectively present to an audience
* Able to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
* Ability to utilize business sense and creativity to reinforce learning and development
* Organizational skills including the ability to prioritize workload to meet deadlines
* Ability to think strategically and see how all parts of the process interact with the big picture when training with strong attention to detail and accuracy
* Ability to exhibit creativity and flexibility when delivering training
* Ability to perform duties with minimal supervision
* Ability to collaborate with team members
* Ability to streamline processes, integrate, and associate pieces of information gathered from multiple sources and apply to training

Preferred Skills and Qualifications:

* Bachelor's Degree with an emphasis in Training, Learning and Development, or related field of study
* Prior experience in training office personnel and/or adult learners in a classroom environment
* Two (2) years of experience in Sales, Supply Chain, or Customer Service
* Working knowledge of web-based platforms, such as SharePoint

Overview: As the manufacturer of Dart - and Solo - brand products, Dart Container is an industry leading single-use food and beverage packaging company. With 15,000 employees and 40+ locations worldwide, Dart offers more than 4,000 products used every day in restaurants, hospitals, schools and homes around the globe.

Benefits: Dart Container full-time employees enjoy great benefits, including medical, dental, vision, life insurance, 401(k) with company matching contributions, paid vacation, paid holidays, short-term disability, tuition assistance, product discounts and more.

Dart Container is a drug-free workplace. Candidates are subject to a drug test (excluding THC*/marijuana/cannabis) and background check at the time of offer.

* THC testing ONLY when such testing is required by law.

Dart Container is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation to access this website or for the application process, you should call Dart at (800) 545-3278 Ext 3370 or email us at Relay calls can be made by dialing 711 or the relay number for your state.

If you experience difficulty applying online, you may call (800) 545-3278 Ext 3390 or email us at for assistance.

Keywords: Dart Container of Michigan, Lansing , Customer Service Trainer, Hospitality & Tourism , Mason, Michigan

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