Customer Service Training & Business Process Specialist
About The Position
Customer Service Training & Business Process Specialist Job Summary We are seeking a Customer Service Training & Process Specialist to strengthen our Global Customer Service Business Process Excellence organization. This role is training-focused, while also providing secondary support for business process documentation and system alignment. The specialist will design and deliver effective training, ensure global consistency, and support teams in adopting processes and tools that enable exceptional customer experiences. Key Responsibilities Training Program Design, Delivery & Optimization (Primary Focus) Work closely with customer service business process development and application managers, global business process owners and customer service leaders to understand training requirements. Design, develop, and maintain global training content (manuals, eLearning, videos, workshops, simulations, quizzes) Deliver engaging virtual and in-person training sessions adapted for diverse learning styles and regions. Incorporate new processes, system updates, and organizational changes into training programs. Collect and analyze feedback to continuously improve training quality and effectiveness. Track training adoption, ensuring that learning objectives are being met and identify global skill gaps. Business Process & Systems Support (Secondary Focus) Serve as a liaison between Customer Service teams and technical/application teams to ensure training, process documentation, and system support remain aligned. Identify training gaps through monitoring of SAP transactions and frontline feedback. Support SAP enhancements and upgrades (requirements validation, testing, process documentation, training updates). Create and maintain global Customer Service process documentation. Support ad hoc reporting as needed. Continuous Improvement & Operational Enablement Recommend process improvements informed by training outcomes, system usage trends, and frontline insights. Collaborate with leaders to assess competency needs and define training or documentation requirements.
Requirements
- Bachelor’s degree in business, Education, HR, or equivalent work experience.
- 2-year experience in Customer Service business process support.
- Proven experience designing or delivering training programs.
- Familiarity with modern training methodologies and adult learning principles.
- Strong communication, facilitation, and presentation skills.
- Proficiency in Microsoft Office
- Self-motivated and strong organizational skills.
Nice To Haves
- Experience with SAP Sales & Distribution (SD).
- Experience with LMS platforms (e.g., SumTotal) and content creation tools (e.g., Articulate).
Responsibilities
- Work closely with customer service business process development and application managers, global business process owners and customer service leaders to understand training requirements.
- Design, develop, and maintain global training content (manuals, eLearning, videos, workshops, simulations, quizzes)
- Deliver engaging virtual and in-person training sessions adapted for diverse learning styles and regions.
- Incorporate new processes, system updates, and organizational changes into training programs.
- Collect and analyze feedback to continuously improve training quality and effectiveness.
- Track training adoption, ensuring that learning objectives are being met and identify global skill gaps.
- Serve as a liaison between Customer Service teams and technical/application teams to ensure training, process documentation, and system support remain aligned.
- Identify training gaps through monitoring of SAP transactions and frontline feedback.
- Support SAP enhancements and upgrades (requirements validation, testing, process documentation, training updates).
- Create and maintain global Customer Service process documentation.
- Support ad hoc reporting as needed.
- Recommend process improvements informed by training outcomes, system usage trends, and frontline insights.
- Collaborate with leaders to assess competency needs and define training or documentation requirements.
Benefits
- Our total rewards package goes above and beyond just a paycheck.
- Whether you’re looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.
- Compensation: $72,500- $90,000 per year with actual pay dependent on candidate overall skills for the role
- Annual bonus eligibility
- Progressive paid time off policy that empowers you to take the time you need to recharge
- Generous 401(K) plan with an impressive employer match with no delayed vesting
- Excellent health, dental and vision insurance packages to fit your needs
- Education assistance to support your learning journey
- A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
