Customer Service Training Manager

Advanced Drainage Systems   •  

London, OH

Industry: Real Estate & Construction

  •  

5 - 7 years

Posted 44 days ago

Overview

Headquartered in Hilliard Ohio, Advanced Drainage Systems, Inc (ADS) is the leading manufacturer of high performance thermoplastic corrugated pipe, providing a comprehensive suite of water management products and drainage solutions. Our innovative products and superior drainage solutions are used across a broad range of end markets and applications, including residential, non-residential, agriculture and infrastructure applications. We have established a leading position in many of these end markets by leveraging our national sales and distribution platform, overall product breadth and scale, and our manufacturing excellence. Founded in 1966, we operate a global network of 3,700 employees, 63 manufacturing plants and 31 distribution centers. In July, 2014 we became a public company traded on the NYSE®. To enable our continued growth, we are looking to add top talent to our dynamic organization

Responsibilities

The Training Manager leads Customer Operations training program to ensure that the skills and competencies of the Customer Operations employees are maintained in order to fulfill the department’s mission to provide external and internal customers with highly personal service that is accurate, professional, prompt and complete. This role is responsible for designing, evaluating, coordinating and delivering a comprehensive plan of training and education programs for the Customer Operations Department. Requires interacting with all levels of staff, gaining a keen understanding of the operation, collaborating with various internal and external business partners, and continuously looking for ways to enrich the employees’ knowledge and professional development; and ultimately, the customers’ experience. The primary focus for training is related to Salesforce and Oracle systems, but training is also related to policies, procedures and other process changes within Customer Operations or Sales. This person also acts as a leader of other trainers, bringing instructional design experience and techniques to the trainers in Customer Operations.

The responsibilities of this position include, but are not limited to:

  • Act as the lead in the training and instructional design area, providing mentorship on instructional design principles to trainers
  • Organize, develop or source training programs to meet specific training needs to support policies, processes and systems, with a primary focus being on the Salesforce and Oracle Systems. Design tools/programs with performance based outcomes.
  • Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching
  • Develops and coordinates training that covers a wide range of topics such as technical, operational, communications and soft skills.
  • Develops and/or manages training quality programs to ensure successful knowledge transfer, quality customer service skill development, and training goals are met;
  • Prepares and reports on training delivery and curriculum effectiveness.
  • Mentoring for new hires after training completion
  • Complete needs assessment of training curriculum, identify trends and opportunities for improvement in training or process and partner with the appropriate people
  • Design, develop, evaluate and update training content, manuals, handbooks, tests and related training aids to ensure optimum effectiveness.
  • Evaluate and make recommendations on training material and methodology
  • Handle logistics for training activities including scheduling, determining venues and providing equipment
  • Provides guidance, monitoring, and oversight of external entities contracted for the development and delivery of supplemental training within the Customer Operations team.

Job Skills:

This position should possess the following skills/knowledge:

  • Knowledge of adult instructional and learning theory and principles
  • Knowledge of instructional design
  • Knowledge of training methodologies
  • Demonstrated knowledge of Call Center operations and Customer Information Systems.
  • Knowledge and experience in quality monitoring and developing quality assurance initiatives.
  • Strong written communication
  • Strong computer skills, including MS Office
  • Strong administrative and organizational skills
  • Proven ability to contribute new ideas and approaches for improving employee skills and knowledge;
  • Ability to develop diverse groups of employees through positive motivation and training;

Educational Requirements and Preferred Experience:

  • Bachelor’s Degree, Instructional Design Preferred
  • 5 years of professional experience in instructional design and facilitating training is required
  • Experience with adult learning methodologies, training design and delivery techniques is required.
  • Prior experience using Salesforce or Oracle is desired
  • Microsoft Office 365

Physical Requirements:

  • The employee may be standing for an extensive period of time to conduct training facilitation

EEO Statement

Advanced Drainage Systems is proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

2018-5073