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Customer Service Trainer

2 months ago

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

Zoro UK Ltd is a dynamic and growing company in the Industrial MRO market, seeking a skilled Customer Service Trainer to join our team. As a key member of our Customer Team, you will play a critical role in ensuring that our customer service and support teams are proficient in all aspects of customer service.

We are looking for an individual with excellent organisational and training skills to create and maintain training materials, onboard new starters, and identify process changes based on in-depth understanding of workflows. You will work closely with our Customer Service and Customer Account Team Leaders and Managers to identify training gaps and develop plans to address.

The ideal candidate will have at least 1 year of experience in a similar role, excellent communication skills, and experience of coaching team members. You will also have a working knowledge of Excel and Word to create training material, and knowledge of SAP or similar.

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. We offer a fast-paced and dynamic work environment, with opportunities for growth and development.

Key Responsibilities:

  • Create and maintain training materials
  • Onboard new starters ensuring Customer Service Standards are embedded from Day 1
  • Identify process changes based on in-depth understanding of workflows
  • Support implementation and ongoing development of business systems
  • Work alongside Customer Service and Customer Account Team Leaders and Managers to identify training gaps and develop plans to address
  • Maintain training matrix for both Customer Service and Customer Account Agents
  • Create new training material as new functionality is released
  • Provide on-the-job coaching
  • Work alongside Development Teams to understand impact of new functionality on existing workflow to ensure customer teams are briefed in advance of changes

Requirements:

  • 1 year 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