Customer Service jobs in United Kingdom

JELD-WEN is currently seeking a Salesforce Training Manager (IT) - German speaking (m/f/d) - remote to join our growing team.

The role is remote and can be based anywhere in Germany/Austria/UK. Hybrid working can be accommodated dependent on candidates' location. Fixed term contract 12 + months

Are you looking for new opportunities and want to work within the Sales, Customer Service, and IT team of a Global business supporting with our transformation role out?

Here at JELD-WEN Europe, a global organisation that produces and manufacturers Doors and Doorsets, we're looking for a Salesforce Training Manager on a 12-month fixed term contract basis initially.

The successful candidate must be fluent in English and German but can be based anywhere in Europe. This is a remote role, but with travel to sites across Europe required (UK, Germany and France predominantly). Working within a growing cross functional team you will have the opportunity to be hands on with the latest Salesforce products.

Reporting to the Sales Operations Manager, you will be instrumental in creating, managing, and delivering the training programme for the EU customer service transformation to improve adoption, user proficiency and performance of our sales and customers service team. This role focuses on our customer experience tools including Salesforce New Org CRM, Field Service & Visual remote assistance, Telephony, and Infor CPQ.

This role will require you to audit the current training material, identify gaps and opportunities, and create training material (e-learning courses, guides & tipsheets, tutorials, videos etc.) to support with the delivery of training to the sales and customer service teams.

You will deliver both onsite & online training across the Sales & Customer Service functions predominantly in the UK and Germany, and France towards the end of the contract, in line with the transformation timelines and business requirements. You will also develop a Training Centre of Excellence leveraging our Learning Point platform to ensure all training content is consolidated in one central location and easy to access.

We offer this role on a 12-month fixed term contract basis initially, working remotely.

What your impact will be:

• Create training material (e-learning courses, guides & tipsheets, tutorials, videos etc) to support the customer service transformation programme, release updates, new starters and adoption and engagement improvements.
• Create and manage the EU sales and customer service training program; attendee's, trainers, logistics and communication in line with the transformation roadmap to ensure successful execution of the go live plan.
• Deliver both onsite & online training across the Sales & Customer Service functions covering new training (supporting new initiative launches), drop in and refresher training sessions and new starter onboarding training (either direct delivery or train the trainer where language variances apply).
• Establish KPI's and evaluate training effectiveness to improve future programs for training effectiveness.
• Build and develop a network of local support trainers in conjunction with the product owners through the superuser group.
• Work with the country teams to tailor and localise training material where applicable e.g. process variance, language versioning etc.
• Monitor and report on Salesforce / CPQ usage and adoption metrics, identifying areas for improvement and implementing strategies to address them.
• Maintain and update training documents considering changes in process.
• Support the product owners with the creation of UAT scripts and testing process.
• Collaborate with stakeholders to understand their Salesforce / CPQ training requirement.
• Other ad hoc requests for example support with new support function inductions, sales and customer service queries.

What you'll need to succeed:

• Proven experience as a Salesforce Trainer or a similar role focusing on CRM adoption and user training.
• Must be fluent in English and German, other languages such as French or Swedish would be beneficial but not essential.
• Strong understanding of Salesforce CRM functionalities, features, best practice, reporting, and dashboards with any knowledge of INFOR CPQ an advantage.
• Bachelor's degree in Education, Information Technology, Business, or a related field is desirable.
• Knowledge of various Training techniques and Methodologies.
• Familiarity with Learning Management Systems.
• Industry knowledge and understanding of the industry sectors served by Infor CPQ (e.g., manufacturing, distribution).
• Salesforce certifications, such as Salesforce Certified Administrator or Salesforce Certified Trainer, are highly desirable.
• Excellent communication, presentation, and interpersonal skills with the ability to engage and educate users at all levels.
• Ability to simplify complex concepts and processes.
• Strong organisational and time-management skills.
• Strong problem-solving skills to address training-related issues and challenges.
• Strong change management skills with the ability to adapt to different learning styles and needs.
• Project Management skills with the ability to manage training projects effectively, including planning, execution, and evaluation.
• Flexible to travel across Europe to various sites including UK, Germany and France.

Why join us.

"We are passionate about doors and are one of the world's largest manufacturers in this field. If you want to join us, we provide an international environment, a high level of flexibility, great potential for personal development and the opportunity to work with strong brands".

We act with integrity, invest in people, inspire through innovation, deliver on our promises, and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

About JELD-WEN

JELD-WEN, founded in 1960, is a leading global manufacturer of doors and windows with over 18,000 employees worldwide. In Europe, the company has a team of more than 6,500 people across the UK, France, and Central and Northern Europe. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminum windows and related products for use in the new construction and repair and remodeling of residential homes and non-residential buildings

Our products and services afford us the opportunity to enter peoples' workplaces, homes, and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.