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Customer Service Trainer

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Wigston Magna, Leicestershire, United Kingdom Zoro UK Ltd Full time
Job Title: Customer Service Trainer Job Summary: We are seeking a highly skilled Customer Service Trainer to join our team at Zoro UK Ltd. As a Customer Service Trainer, you will be responsible for creating and maintaining training materials, onboarding new starters, and identifying process changes to drive continuous improvement. Key Responsibilities: * Create and maintain a range of training materials to ensure our customer service teams are up-to-date and proficient in all aspects of customer service and support. * Onboard new starters and ensure that customer service standards are embedded from day one. * Identify process changes based on an in-depth understanding of workflows and work with the team to implement and develop business systems. * Work alongside 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. * Create new training material as new functionality is released. * Provide on-the-job coaching and work alongside development teams to understand the impact of new functionality on existing workflows. Requirements: * 1 year of experience in a similar role. * Excellent communication skills. * Experience of coaching team members. * Experience of Salesforce or similar. * Working knowledge of Excel and Word to create training material. * Knowledge of SAP or similar. Work Environment: This role requires travel, as needed, both domestically and internationally. You will collaborate closely with other members of the Zoro team and Grainger companies. This is a hybrid role, with office attendance as and when required, and home work acceptable for training material creation and other non-delivery elements of the role. About Zoro UK Ltd: Zoro UK Ltd is a wholly owned subsidiary of Grainger (NYSE: GWW), a global industrial supplier with headquarters in Lake Forest, IL, USA. We are a new business in the Industrial MRO market, looking to increase our share of the market through a proposition that is focused on the needs of our customers. Why Join Us: We are a start-up culture with the backing of an established global player in the MRO market. We aspire for fast growth, seek new ideas to succeed and disrupt the market, solve problems, and seek out new ones. We seek individuals who are comfortable with ambiguity and are looking for a challenging and rewarding role.