Customer Service Trainer

A. Duie Pyle, Inc.; West Chester (Chester County); On-site; USD 55,000 - 75,000; Full time

Job summary

A. Duie Pyle, Inc. is seeking a Customer Service Trainer to lead the training and professional development of the Customer Service staff.

You will maintain training materials, coordinate with the CS Trainer, and develop programs to improve performance and efficiency. You will demonstrate proficiency with standard operating procedures, systems, and applications, and foster strong customer relationship skills.

Qualifications

• Subject matter expert of ADP services, processes and systems or 8+ years in customer service leadership/training.
• Excellent oral and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to motivate and engage others in a team environment.

Responsibilities

• Maintain training materials, binders, PKAs and related docs.
• Coordinate with CS Trainer for EPIC and materials upkeep.
• Develop and deliver customer service staff training.
• Design programs to improve performance and efficiency.
• Demonstrate proficiency with SOPs, systems and applications.
• Instill CRM skills: listening, questioning, rapport, empathy, positioning.
• Support leadership to meet inbound call service levels of 80%+.
• Identify development areas from call recordings and provide feedback.
• Suggest training policy improvements and maintain evaluation forms.

Skills

Customer service leadership

Training program design

Communication skills

Organizational skills

Team motivation

ADP knowledge

Education

High School diploma or equivalent

Tools

EPIC

ADP

Job description

A family-owned business since 1924, A. Duie Pyle provides a range of integrated transportation and distribution solutions throughout the Northeast. Supported by our vast network of Less-Than-Truckload (LTL) service centers, warehouse facilities, and dedicated locations, we have the ability to offer flexible and seamless integrated solutions tailored to our customer’s needs. Simply put, when it comes to integrated supply chain solutions, Pyle People Deliver. Our promise is to provide outstanding service as it remains to be our first and foremost mission.

Position Summary

As a Customer Service Trainer, you will be responsible for the training and professional development of the Customer Service staff.

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

• Maintaining all necessary materials relating to the effective delivery and measurement of training (training binders, pocket guides, Process Knowledge Assessments (PKAs), EPIC, etc.)
• Coordinating with CS Trainer counterpart with ongoing upkeep of EPIC, training materials and documentation
• Developing the customer service staff
• Designing and implementing programs to improve performance and efficiency
• Demonstrating proficiency with standard operating procedures, systems, and applications
• Instilling customer relationship management skills such as listening, questioning, building rapport, empathy and positioning
• Assist in the combined leadership efforts to achieve inbound call service levels of at least 80%, answering calls and assisting all teams with non-phone tasks as needed.
• Identifying development areas by listening to recorded calls of all levels of the Customer Service team
• Providing feedback, ideas, insight and suggestions to leadership for improvement on trainee performance, training policies and training operation
• Creating and maintaining training evaluation forms

To be qualified for this position, you must possess the following:

• High School diploma or equivalent
• Identified as a subject matter expert of ADP services, processes and systems OR minimum of 8 years experience within a customer service leadership or training position
• Excellent oral and written communication skills
• Wide degree of creativity and latitude.
• Strong organizational skills and attention to detail
• Energetic and passionate with the ability to motivate others
• Ability to interact effectively with customers, management, and co-workers
• Ability and willingness to participate in a team environment
• Scheduling flexibility to meet the needs of the business
• Ability to assist the Customer Service department with meeting service levels and requirements as required

For a full job description associated with this posting, please contact A. Duie Pyle’s Human Resources department. This job posting is intended solely for external advertising purposes and does not represent a comprehensive list of all job-related duties and qualifications.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.