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Customer Service Training Specialist

2 months ago

Wigston Magna, Leicestershire, United Kingdom Zoro UK Ltd Full time
About the Role

Zoro UK Ltd is a dynamic and growing industrial supplier seeking a skilled Customer Service Training Specialist 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 Customer Account Teams are proficient in all aspects of customer services and support.

Key Responsibilities
  • Create and maintain comprehensive training materials to support the development of our customer-facing teams.
  • Onboard new starters, ensuring they are equipped with the knowledge and skills to deliver exceptional customer service from day one.
  • Identify process improvements and implement changes to enhance our workflows and customer experience.
  • Collaborate with our Customer Service and Customer Account Team Leaders and Managers to identify training gaps and develop plans to address them.
  • Maintain accurate training matrices for both Customer Service and Customer Account Agents.
  • Develop new training materials as new functionality is released.
  • Provide on-the-job coaching and support to our customer-facing teams.
  • Work closely with our Development Teams to understand the impact of new functionality on existing workflows and ensure our customer teams are briefed in advance of changes.
Requirements
  • 1 year of experience in a similar role.
  • Excellent communication and interpersonal skills.
  • Experience in coaching and developing team members.
  • Proficiency in 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 occasional travel, both domestically and internationally.
  • Collaborates closely with other members of the Zoro UK Ltd team and Grainger companies.