Customer Service TrainerMohawk Industries. - Dalton, GA
To create an engaging training environment for the 70 member Commercial Customer Service Team. Develop and deliver new hire and ongoing training that involves developing content and instructing on critical skills, interpersonal skills, knowledge required for the job, observing/ evaluating skill level of each team member, and playing a critical role in creating the desired on-boarding experience for new hires.
Build training framework for the department and develop customized content and instructional methods based on unique training needs of various groups (Core, Hospitality, International, etc.) within the team.
Develop strong working relationships with Leads, Supervisors, and Managers in the department to understand training needs of various teams and assess overall competency levels of associates.
Partner with Marketing Teams to increase product knowledge throughout the team and ensure Customer Service is prepared for new product launches.
Partner with Sales Training Team to develop an effective Customer Service introduction as part of Account Executive (AE) new hire training schedule and curriculum.
Understand and help illustrate A Day in the Life of an AE to Customer Service team members.
Support the development of self-paced training modules for new hires and existing team members.
Perform research, benchmark with other companies, identify training best practices, and recommend technology enhancements to drive continuous improvement to the training framework for the department.
Support system enhancements by testing system changes for accuracy and training associates on such changes.
Develop effective training techniques to provide the necessary support to associates working from home or in Mohawk offices around the globe.
Take ownership of documenting and updating department processes and procedures in MoShare.
Participate in setting standards for interaction quality monitoring by attending quality monitoring calibration sessions with the leadership team and other trainers.
Research claims charged to Customer Service and provide feedback to the Claims Department explaining Customer Service's disposition of the claim. Maintain necessary records, reports, and metrics related to Customer Service claims.
Provide back-up support to Residential Training Team as needed.
High School Diploma or GED equivalency required. Degree preferred.
Basic Computer Skills: in word-processing, presentation, and spreadsheet applications (MS Word, Excel, Powerpoint, etc.).
Industry knowledge and/ or experience including an understanding of basic manufacturing process, product categories, distribution channels, cust_ base, etc.
2 years general office experience required with exposure in a customer service environment preferred.
AS400 experience preferred.
Previous teaching and/ or training experience preferred.
Enthusiastic, motivating, patient, goal-oriented.
Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization.
Develop strong working relationships throughout multiple levels of the organization to drive results.
Assess training needs of the department and apply critical thinking skills to develop effective training tools and approach.
Articulate complex matters in a simplistic form to ensure trainee understanding.
Innovative mindset that is willing to challenge the status quo.
Demonstrate strong organizational skills and display attention to detail.
Prioritize and manage time effectively.
Balance the need to be process oriented, but with an intense focus on the customer experience.
Ability to travel and train at other local sites, as well as, periodically travel domestically and possibly internationally
applyCustomer Service Trainer Mohawk Industries. - Dalton, GA, United States
Mohawk is a leading supplier of flooring for both residential and commercial applications. Mohawk offers a complete selection of carpet, ceramic tile, wood, stone, laminate, vinyl, rugs and other home products. These products are marketed under the premier brands in the industry, which include Mohawk, Karastan, Ralph Lauren, Lees, Bigelow, Quick Step, Dal-Tile and American Olean. Mohawk's unique merchandising and marketing assist our customers in creating the consumers' dream. Mohawk provides a premium level of service with its own trucking fleet and over 300 local distribution locations.
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