Customer Care Training Specialist

About the position

Delivers training and provides operational support to enhance customer experience and team performance. Promotes employee development and ensures consistent application of best practices across terminal clerical and customer service functions.

Responsibilities

• Facilitates training for new and existing employees across clerical responsibilities, including OS&D, appointment scheduling, and driver check-in procedures.
• Delivers training through virtual, in-person, and hands-on formats to support learning and retention.
• Provides on-site operational support to resolve issues related to distressed and undelivered freight.
• Conducts compliance reviews of clerical procedures to ensure adherence to company standards.
• Coaches team members on phone etiquette and service quality by offering feedback to support performance improvement.
• Collaborates with clerical teams to address challenges and reinforce best practices.
• Gathers and analyzes feedback from employees to identify training gaps and drive continuous improvement.

Requirements

• Bachelor’s degree in business or a related field.
• 3+ years of experience in training, customer service, or a related area.
• Strong presentation and facilitation skills with the ability to engage diverse learners.
• Willingness to travel up to 50% of the time to deliver training and support across locations.

Benefits

• Competitive compensation
• Great benefits
• Opportunities for learning new skills and advancement