• Customer Service Trainer

    Job Locations US-OH-London
    Posted Date 2 months ago(7/6/2018 3:24 PM)
    Job ID
    2018-4666
    Category
    Customer Service/Support
  • 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 Customer Service Training Coordinator is responsible for training new and existing employees within the Customer Service Department in all job functions, including product knowledge, processes, procedures, communication skills, computer applications and customer relations. This position requires a highly motivated team player with high energy who is willing to go above and beyond while displaying a positive, optimistic and upbeat outlook.
     
    Primary Job Responsibilities:

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

    • Conduct on-going training for new and existing CSR’s
    • Analyze and evaluate trainee performance and provide observations to management
    • Develop and maintain all training documents to assist in CSR training and roll-out of new products, processes and procedures
    • Complete needs assessment of training curriculum, identify trends and opportunities for improvement in training or process and partner with the appropriate people
    • Provide feedback to management about observations/training needs
    • Conduct quality assurance monitoring during training to ensure high quality of professionalism and identify and on-going training needs
    • Set up training schedules and document training records
    • Act as a point person for questions from management on processes/procedures
    • Evaluate representatives call handling and transactional skills thorugh remote and side by side monitoring
    • Apply classroom facilitation skills, manage classroom time effectively, display good flow, logic and organization of training curriculum

    Company Responsibilities

    • Maintain confidentiality of all trade secrets and other company/customer information.
    • Follow all company procedures and policies
    • Create solutions
    • Adhere to ADS guiding principles of honesty, professionalism and core values

    Job Skills:

    This position should possess the following skills/knowledge:

    • Strong verbal communication skills
    • Strong written communication skills
    • Knowledge of learning concepts
    • Advanced knowledge of the Inside Sales position
    • Excellent interpersonal skills
    • Effective organizational and time-management skills
    • Strong computer skills including Salesforce knowledge
    • Knowledge of business process as it relates to quoting/pricing

    Educational Requirements:

    • High School Diploma
    • Bachelor’s Degree Preferred

    Preferred Experience:

    • Customer Service (2+ years)
    • Windows and Microsoft Office (Word, Excel)
    • Oracle system

    Physical Requirements:

    Ability to sit at a desk for 8 hours a day.
    The employee will be interacting with co-workers and other departments on a daily basis and must maintain a professional appearance.
    Employee will be communicating with people all day so they must have clear and professional verbal and written communication skills.

    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.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed