USCCO

Customer Service Training Specialist - MI

BASIC FUNCTION:

The Customer Service Training Specialist is a key employee engagement position reporting directly to the Manager of Customer Service of Power Line Supply Company.

The Customer Service Training Specialist position is responsible for developing and conducting employee training programs for the customer service team including employee onboarding.

This position is expected to provide guidance, oversight, and supervision of training to a team of customer service professionals engaged in the quotation and sale of material and services to multiple utility customers, contractors and others in the utility field.

Additionally, this position will be responsible for the training of customer service activities for one or more facilities/locations/business units.

AUTHORITY:

The Customer Service Training Specialist receives authority from, and is accountable to, the Manager of Customer Service, for the successful completion of assigned duties and responsibilities.

The Customer Service Training Specialist has the authority to manage and administer all training activities of the customer service team.

The Customer Service Training Specialist has the authority to take any reasonable action necessary to carry out the duties and responsibilities of this position so long as such action does not deviate from established company policies and is consistent with sound business judgment.

REPORTING RELATIONSHIPS:

The Customer Service Training Specialist reports to the Manager of Customer Service of Power Line Supply.

The Customer Service Training Specialist must maintain harmonious relationships with company employees, Sub-Contractors, General Contractors, Owners, and other individuals associated with ongoing projects.

DUTIES AND RESPONSIBILITIES:

The principal duties and responsibilities of the Customer Service Training Specialist consists of, but are not limited to, the following:

Develop and implement best in class training process and procedure for the Power Line Supply customer service team.

Be proficient in all aspects of PLS’ P21 ERP system.

Lead all activities and training associated with Customer Advantage.

Assist in guiding employee development strategy designed to achieve superior sales and customer service skills.

Stays current on industry trends and best practices.

Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.

Formulates teaching outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.

Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.

Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge. Conducts as training in other various areas (including personal development skills).

Tests trainees to measure progress and to evaluate effectiveness of training.

Reports on progress of employees under guidance during training periods. Maintain trainee records.

Meet with Customer Service Manager to better understand the necessary training goals and performance standards.

Develops teaching aids, including manuals, written exercises and presentation slides, to teach customer service representatives the essential functions of their jobs.

Assess basic skills, and train customer service reps how to properly answer phones, resolve customers' issues and operate the computers. Track trainees' performance by logging results and reporting their evaluations to the Customer Service Manager.

Acts within the letter and spirit of the laws of the United States, the States and municipalities in which The Power Line Supply Company operates.

MEASUREMENTS OF PERFORMANCE:

The Customer Service Training Specialist shall be deemed to be performing in a satisfactory manner when the following has been met and/or exceeded:

Assigned projects are completed in a timely manner.

All process and procedures related to the execution of the customer service training specialist are documented.

All staff have a thorough understanding of P21 as well as “Customer Advantage” and other software tools as necessary.

Agreed to performance metrics are successfully met.

Overall satisfaction of the Customer Service Manager.

EDUCATION:

Required: Bachelor’s Degree in Business Administration, or a related field; however, extensive training experience in a supply chain training role may be considered

EXPERIENCE:

Required: 3 to 5 years of experience in a customer service role and/or employee trainer role.

COMPETENCIES

  1. Customer/Client Focus
  2. Learning Orientation
  3. Communication Proficiency
  4. Customer/Client Focus
  5. Technical Capacity
  6. Teamwork Orientation
  7. Planning/Organizational Skills
  8. Presentations Skills

PHYSICAL: Includes sitting, standing, walking, bending, kneeling, and use of hands and arms to operate office and field equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL: Must be able to read, write, and speak English fluently, knowledge of advanced math, commodity markets, and research abilities a plus. Must be able to work under time and budgetary pressures.

WORKING CONDITIONS:

This person will work a portion of the time in the office, which is a smoke-free temperature controlled environment with little noise. The outside setting will be spent in the open visiting job sites that can be hot in the summer, cold in the winter, hazardous, noisy, and dusty. Other outside efforts entail visits to customers, association meetings, or vendors that may require travel by air or automobile with overnight stays at remote facilities. These locations are visited throughout the year and during all weather conditions.