Position Title: Customer Service Training Supervisor

Department: Customer Service

Position Summary: The Customer Service Department Training Supervisor is responsible for the development and implementation of training programs for our customer service team. This role ensures our representatives have the necessary skills and knowledge to provide outstanding service to our customers. The ideal candidate will have extensive experience in customer service within a manufacturing environment, a strong understanding of B2B customer dynamics, and a passion for process improvement and employee development.

Reports To: Senior Manager, Customer Service

Customer Service Training Supervisor (m/f/d)

The Customer Service Department Training Supervisor will enhance the performance and capabilities of our customer service team by defining best practices, and by designing and delivering training programs tailored to our operations. The supervisor will work closely with department managers to identify training needs, develop training solutions, and ensure all training materials are up-to-date and relevant. This role includes monitoring the effectiveness of training programs, providing ongoing support and staying informed about industry trends and best practices.

In addition to traditional training responsibilities, the supervisor will support the transformation of our customer service operations by focusing on upskilling employees and integrating service for digital interactions. This includes developing training modules that promote the use of new technologies and that ensure our team is well-prepared to handle digital customer interactions. The supervisor will also foster a culture of continuous improvement and professional growth, encouraging team members to embrace new skills and approaches that drive efficiency and customer satisfaction.

Key Accountabilities:

Develop Policy, Process, and Training Programs

• Design training programs that meet company goals and industry standards.
• Tailor content to ensure comprehensive understanding and adherence.
• Update training materials to reflect changes in products and policies.
• Prioritize and specialize in training that supports the customer service transformation and adoption of best practices.
• Develop and lead written, virtual, in-person, and digital training approaches.

Policy and Process Standardization

• Develop and document policies for operational best practices.
• Communicate standard policies and processes clearly to the team.
• Review and update policies to reflect changes.

Conduct Effective Training Sessions

• Lead engaging training sessions for new hires and existing staff.
• Use various training methods to accommodate different learning styles.
• Provide feedback and support to trainees throughout the training process.

Evaluate and Improve Training Effectiveness

• Monitor representatives' performance to assess training program impact.
• Collect and analyze trainee feedback to identify improvement areas.
• Adjust training strategies based on metrics and feedback.
• Report training outcomes and effectiveness to senior management.

Maintain and Update Training Materials

• Keep training materials and resources current and relevant.
• Align training content with company policies, standards, and best practices.
• Develop new materials to address emerging trends and technologies.
• Organize and manage resources for easy access by all team members.

Requirements:

Education & professional experience:

• Bachelor’s degree in Business, Education, Human Resources, or a related field.
• Proven experience in a training or supervisory role within a customer service environment, preferably in manufacturing.
• Strong understanding of customer service principles and practices in a B2B context.
• Excellent communication, presentation, and interpersonal skills.
• Ability to motivate and inspire others to achieve their best performance.
• Proficient in using training software and tools.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.

Soft skills:

• Empathy and patience for understanding customer and trainee needs
• Effective communication to convey training material clearly
• Problem-solving skills to resolve issues during training sessions
• Adaptability to adjust methods based on feedback and trends
• Leadership to inspire and motivate trainees in a supportive environment
  

Hard skills:

• Curriculum development for creating effective training programs
• Data analysis to evaluate training effectiveness and outcomes
• Instructional design for developing engaging training materials
• Proficiency in customer service software and tools
• Project management to oversee training initiatives and schedules

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran