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Customer Relations Trainer


Our Customer Relations Trainer facilitates classroom instruction to new and existing employees within the customer relations team. Utilizing various adult learning styles, the trainer ensures that all trainees grasp and understand concepts and best practices needed for success at BIC Graphic. This role involves both group and 1 on 1 instruction, providing coaching and feedback to trainees and supervisors and adhering to set training department course schedule.
Major Duties / Responsibilities
30%
Facilitation -- new hire onboarding class
30%
Facilitation -- classroom instruction on new processes, systems and skills refresher trainings for existing customer relations associates, Continued education for recent training "graduates" on questions and best practices
5%
Updates training department project list based on approved prioritization and incoming training requests.
5%
Lesson Planning -- Create and adjust training schedule on consistent basis. Prepare and gather tools and training materials needed to support lessons
15%
Under guidance of supervisor, builds, maintains and updates training materials and repository for customer relations department such as; work instructions, one point lessons, small group activities, presentations, assessments and surveys.
10%
Trainee Performance Evaluation -- Partner with department supervisors and HR handoff process. Providing input to Training Supervisor of performance levels of current trainees.
5%
Administrative -- Ensure classroom is stocked with necessary supplies, score training assessments, maintain proper documentation for trainees
100 %
Total
?
Education:
? High School Diploma or equivalent required
? Bachelor's Degree in related field preferred
? Training certifications a plus
?
Experience:
? 1-3 years in a customer service environment preferred
? Previous training and facilitation experience preferred
? Experience in software training a plus
?
Special Training or Competencies:
? Proficiency using a computer and associated software
? Strong verbal and written communication skills
? Expertise in presentation skills and classroom management
? Experience using order management systems such as Oracle, MacPac and AS400
? Proficiency in Microsoft Office Suite, specifically Outlook, Word & Excel
? Good problem solving and organization skills. Possesses good problem solving skills, and is detail oriented
? Proven ability to work well under pressure to meet order deadlines
? Excellent attention to detail
? Ability to multitask & focus on multiple issues at once
? Excellent customer service skills
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
 

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