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Customer Service Trainer

2 months ago

Wigston Magna, Leicestershire, United Kingdom Zoro UK Ltd Full time
Job Title: Customer Service Trainer

Zoro UK Ltd is seeking a highly skilled Customer Service Trainer to join our growing team. As a key member of our Customer Service team, you will be responsible for creating and delivering training programs to ensure our customer-facing teams have the skills and knowledge needed to provide exceptional customer service.

Key Responsibilities:
  • Create and maintain training materials to support the development of our customer-facing teams
  • Onboard new starters and ensure they have a comprehensive understanding of our customer service standards
  • Identify process changes and implement improvements to our workflows and business systems
  • Work closely with our Customer Service and Customer Account Team Leaders and Managers to identify training gaps and develop plans to address them
  • Maintain a training matrix for both Customer Service and Customer Account Agents
  • Provide on-the-job coaching and support to our customer-facing teams
  • Collaborate with our Development Teams to understand the impact of new functionality on our existing workflows and ensure our customer teams are briefed in advance of changes
Requirements:
  • 1 year experience in a similar role
  • Excellent communication and coaching skills
  • Experience of working with Salesforce or similar CRM systems
  • Working knowledge of Excel and Word to create training materials
  • Knowledge of SAP or similar business systems
Work Environment:
  • Requires travel, as needed, both domestically and internationally
  • Collaborates closely with other members of the Zoro team and Grainger companies