Customer Service Trainer

A. Duie Pyle, Inc. • West Goshen Township, PA

3d

About The Position

A. Duie Pyle, a family-owned business since 1924, offers integrated transportation and distribution solutions throughout the Northeast. Supported by a vast network of Less-Than-Truckload (LTL) service centers, warehouse facilities, and dedicated locations, the company provides flexible and seamless integrated solutions tailored to customer needs. The Customer Service Trainer is responsible for the training and professional development of the Customer Service staff.

Requirements

• High School diploma or equivalent
• Identified as a subject matter expert of ADP services, processes and systems OR minimum of 8 years experience within a customer service leadership or training position
• Excellent oral and written communication skills
• Wide degree of creativity and latitude.
• Strong organizational skills and attention to detail
• Energetic and passionate with the ability to motivate others
• Ability to interact effectively with customers, management, and co-workers
• Ability and willingness to participate in a team environment
• Scheduling flexibility to meet the needs of the business
• Ability to assist the Customer Service department with meeting service levels and requirements as required

Responsibilities

• Maintaining all necessary materials relating to the effective delivery and measurement of training (training binders, pocket guides, Process Knowledge Assessments (PKAs), EPIC, etc.)
• Coordinating with CS Trainer counterpart with ongoing upkeep of EPIC, training materials and documentation
• Developing the customer service staff
• Designing and implementing programs to improve performance and efficiency
• Demonstrating proficiency with standard operating procedures, systems, and applications
• Instilling customer relationship management skills such as listening, questioning, building rapport, empathy and positioning
• Assist in the combined leadership efforts to achieve inbound call service levels of at least 80%, answering calls and assisting all teams with non-phone tasks as needed.
• Identifying development areas by listening to recorded calls of all levels of the Customer Service team
• Providing feedback, ideas, insight and suggestions to leadership for improvement on trainee performance, training policies and training operation
• Creating and maintaining training evaluation forms

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED