What are the responsibilities and job description for the Customer Experience Trainer position at Nord Gear Corporation?
The Customer Experience Trainer will be a dynamic and supportive leader for the Customer Experience department. This position will handle the initial onboarding and training of the newly hired Customer Experience Representatives. This position will cover the order entry process, quoting process and using and fielding phone calls. This position will also demonstrate proper workflow and daily routine to build an understanding of how work is done and flows through our team and the organization to ultimately create an efficient and knowledgeable workforce.
- Train new employees on products, standard processes, and best practices for order entry, quote entry, and inbound/outbound phone calls.
- Troubleshoot IT issues for new hires.
- Review daily review sheets and weekly quizzes.
- Provide ongoing training for all employees.
- Answer product and process related questions.
- Review a large volume of orders and quotes daily for errors.
- Track errors and monitor trainee progress.
- Identify patterns for individual areas of improvement.
- Ability to provide feedback to employees.
- Help develop training materials and create documentation for new processes and products.
- Create/Review NOLA courses.
- Present to customers for distributor trainings.
- Adapt training to accommodate different learning styles.
- Assist with evaluation and improvement of training program.
- Ability to travel to satellite facilities as needed.
- Assist functional teams as needed and perform other duties as assigned.
- Provide support to CX Management as needed.
