Customer Service Learning Development Consultant
About The Position
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com. The Customer Service Learning Development Consultant will, in collaboration with business partners, drive the design and development of innovative, solutions-driven learning solutions across: Small to large scale multi-site training project deployments and cross-functional training initiatives New team member onboarding (across all levels) Team member enrichment and skill building You will drive results across key operational metrics, including First Contact Resolution, Average Handle Time, Customer Experience, and Team Member Engagement. You will report to the Manager, Learning Design & Development
Requirements
- Bachelor's Degree in training and development, business, education, adult education, instructional design, curriculum design, organizational development, or a related field or equivalent experience required.
- 5+ years designing and developing adult learning content required
- Certificates from ATD Human Performance Consulting or The Center for Effective Performance.
- Instructional Design and technical skills using design applications such as Articulate Storyline, Articulate Rise, Camtasia, Vyond. Advanced Microsoft skills.
- Experience gathering business requirements and leveraging that information for content development.
- Ability to design and develop content for multiple delivery modes – especially eLearning.
- Experience with assessment, design, development, and delivery methodologies and models, including benchmarking and best-in-class research experience.
- Knowledge of business operations to include Sales and Marketing, Customer Service, Supply Chain Management, Finance, Regulatory, Quality, or Systems. Strong knowledge of business operations; previous Contact Center experience.
- Excellent written and verbal communication skills; including presentation, training, and facilitation.
- Required travel up to 20%.
Nice To Haves
- Graduate degree in instructional design, adult education, education, or business preferred.
Responsibilities
- Perform needs assessments, leverage feedback from the Customer Experience team, managers, team leads, team members, and subject matter experts to determine knowledge and skill gaps and opportunities.
- Design and develop training content for in-person, virtual, and eLearning delivery, including but not limited to systems, processes and soft skills.
- Identify measurable business outcomes/metrics for program success measurement; analyze the data results and act to continually improve the training experience.
- Demonstrate thought leadership by bringing innovative ideas to the team by benchmarking, networking, and previous experiences and incorporate findings into existing and future training offerings.
- Drive the design and development of learning programs specific to leader and team member enablement and skill progression efforts.
- Plan for and execute train the trainer sessions as needed; act as a go to resource for questions regarding training content.
- Conduct thorough root cause analysis, needs assessments, and gap analysis to identify learning gaps and design targeted learning solutions that address proficiency issues and align with business objectives.
- Assist in the maintenance of all training programs and curricula.
- Highly energized, team player that has a propensity to work collaboratively with cross functional teams.
- Identify, plan, and execute tasks, deliverables, and timelines.
- Identify key partners, and coordinate involvement of human resources.
- Manage delivery of tasks against a timeline to complete project and content development
- Consult with and manage stakeholders to plan, schedule, and track training deployments and project progress.
- Consult with business partners to recommend and outline training opportunities for specific teams and roles.
- Communicate recommendations to Contact Center Leadership.
- Engage in regular meetings with business partners to proactively identify and anticipate upcoming training needs.
Benefits
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
- 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date)
- 6 company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
- Employee discounts
- Tuition reimbursement
- Student loan refinancing
- Free access to financial counseling, education, and tools.
- Maternity support programs
- Nursing benefits
- Up to 14 weeks paid leave for birth parents
- Up to 4 weeks paid leave for non-birth parents.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
