Sr. Training Specialist

Herff Jones; Indianapolis (IN); On-site; USD 61,000 - 75,000; Full time

Job summary

Herff Jones in Indianapolis is seeking a Sr. Training Specialist to lead the Customer Service training program. You will design engaging curricula, develop learning materials, and deliver instructor-led, virtual, and blended sessions for new hires and existing staff.

You will apply adult-learning principles, translate complex processes into practical content, and partner with CS leadership to measure training effectiveness and drive performance improvements.

Qualifications

• Four-year college degree – BA or BS required.
• 3+ years of experience in customer service, training, learning and development, or a related field.
• Experience designing training programs, curricula, and learning materials.
• Strong understanding of adult learning principles and instructional design.

Responsibilities

• Design and develop engaging training programs, learning materials, facilitator guides, job aids, assessments, and other instructional resources.
• Analyze business processes, performance gaps, customer feedback, and operational changes to identify training needs.
• Translate complex processes and system functionality into clear, practical learning content.
• Develop new-hire onboarding and ongoing professional development curricula.
• Maintain and update training content to reflect changes in policies, procedures, systems, products, and customer service expectations.
• Apply adult learning principles and instructional design best practices to training development.
• Incorporate hands-on exercises, scenarios, role-playing, knowledge checks, and other interactive learning techniques.
• Facilitate instructor-led, virtual, and blended learning sessions for new hires and existing employees.

Skills

Facilitate instructor-led training

Training materials development

Adult learning principles

Verbal and written communication

Organizational and project management

Translate complex information

Problem-solving and analytical skills

Microsoft Office proficiency

Independent work with cross-functional

Training effectiveness assessment

Education

Bachelor's degree

3+ years in customer service/training

Tools

Microsoft Office

Job description

About Herff Jones

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.

Your Opportunity

Reporting to the Customer Service Manager, you will be responsible to ensure that the team members in the Customer Service (CS) team have the skills, knowledge, and behaviors to deliver top class customer support for our customers. The learning process must be ongoing, and a trainer’s responsibility is to maintain it at the highest possible level by choosing the most appropriate learning methodology for the situation and learners.

Position Title: Sr. Training Specialist

Location: Indianapolis, IN

Starting Pay for position: $68,030

JOIN OUR TEAM!

About Herff Jones

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.

Your Opportunity

Reporting to the Customer Service Manager, you will be responsible to ensure that the team members in the Customer Service (CS) team have the skills, knowledge, and behaviors to deliver top class customer support for our customers. The learning process must be ongoing, and a trainer’s responsibility is to maintain it at the highest possible level by choosing the most appropriate learning methodology for the situation and learners.

What You’ll Bring To The Table

• Demonstrated experience facilitating instructor-led and/or virtual training.
• Experience developing training materials, curricula, job aids, and instructional resources.
• Strong understanding of adult learning principles and instructional design methodologies.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong organizational and project management skills.
• Ability to translate complex information into clear, easy-to-understand learning content.
• Strong problem-solving and analytical skills.
• Proficiency with Microsoft Office or similar productivity and presentation tools.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Ability to assess training effectiveness and determine the impact of training on Create lasting partnerships internally, and with our customers.

Core Activities

• Design and develop engaging training programs, learning materials, facilitator guides, job aids, assessments, and other instructional resources.
• Analyze business processes, performance gaps, customer feedback, and operational changes to identify training needs.
• Translate complex processes, procedures, and system functionality into clear, practical learning content.
• Develop new-hire onboarding and ongoing professional development curricula.
• Maintain and update training content to reflect changes in policies, procedures, systems, products, and customer service expectations.
• Apply adult learning principles and instructional design best practices to training development.
• Incorporate hands-on exercises, scenarios, role-playing, knowledge checks, and other interactive learning techniques.
• Liaison with CS management and CS operations to deliver a new hire Customer Service training schedule that meets the business' requirements and adjusts it where appropriate if business requirements change.
• Facilitate engaging instructor-led, virtual, and blended learning sessions for new hires and existing employees.
• Create an inclusive learning environment that encourages participation, questions, collaboration, and knowledge retention.
• Deliver training on customer service processes, systems, order entry, problem resolution, communication, and department-specific procedures.

Success Indicators

• Reduced training-related errors
• Improved time-to-proficiency
• Higher employee knowledge-retention scores
• Improved quality and productivity following training
• Reduced need for repeat training
• Successful implementation of process/system changes
• Consistently updated training documentation
• Identification of trends before they become larger performance issues
• Demonstrable ROI or business impact from training initiatives

Education / Certifications Required

• Four-year college degree – BA or BS required
• 3+ years of experience in customer service, training, learning and development, or a related field.

Physical Requirements

• Daily activity includes but is not limited to lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.
• Reading, communication, math.
• Working at a computer for extended periods of time.
• Ability to regularly lift/move up to 50lbs.
• Noise level in the work environment is usually moderate to above

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.