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.

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 activities to achieve goals.
• Review and addresses customer service reporting opportunities within the department and with Customer Service Managers.
• Develop and maintain Mauser’s ‘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 Bachelor’s Degree preferred but not required

Some Travel required 10 - 25%

Job Tags

Similar Jobs