Sr. Training & Documentation Specialist

Viega GmbH & Co. KG • Jenks, OK

13d

About The Position

The Sr. Training & Documentation Specialist is responsible for designing, implementing, and overseeing training programs that enhance employee skills, improve performance, and support department and organizational goals. Partners closely with department leadership to identify training needs and develop tailored solutions that promote a culture of learning and development.

Requirements

• Expert knowledge of Viega’s Customer Service and Order Management policies and functions
• Strong working knowledge of ERP software, including (but not limited to) SAP and Salesforce
• Proficient in the use of common office equipment and software – including: computers, printers and Microsoft Office products
• Demonstrates excellent customer service skills
• Excellent presentation skills
• Strong interpersonal, written, and oral communication skills
• Effectively manages multiple competing tasks and priorities
• Demonstrates strong attention to detail and organization skills
• Effectively manages difficult situations and uses sound discretion to determine appropriate resolutions
• Works effectively with limited supervision and exercises strong independent judgment
• Ability to obtain and maintain product knowledge
• Exhibits careful attention to detail and strong organizational skills
• Maintains up-to-date knowledge of Viega’s product catalog
• Demonstrates strong leadership skills and competencies aligned with Viega Values
• Effectively applies various training techniques to ensure that trainees remain engaged and that learning concepts are accessible to a broad cross-section of learning styles
• 3-5 years of related customer service/support experience required
• 1-3 years experience working in Viega’s Customer Service and/or Order Management departments required, 3+ years strongly preferred
• 3-5 years of training and/or teaching experience preferred
• Associate’s Degree or higher preferred

Responsibilities

• Designs and develops comprehensive training programs and materials tailored to various employee levels and roles
• Formulates and directs objective feedback about employee performance to department leadership and provides support for performance management processes. Provides ongoing guidance and mentorship to all Customer Service employees as needed
• Conducts training needs assessments through surveys, interviews, and performance evaluations to identify skill gaps and areas for improvement
• Delivers engaging and impactful training sessions, workshops, and seminars using various instructional techniques and formats
• Assesses the effectiveness of training programs through feedback, assessments, and performance metrics, making continuous improvements as needed
• Partners with department leadership to align training initiatives with business objectives and ensure relevance to the organization’s needs
• Provides guidance and support to junior trainers, fostering their professional growth and ensuring the delivery of high-quality training
• Maintains and updates training materials and resources to reflect the latest industry trends and organizational changes
• Tracks and reports on training outcomes and return on investment (ROI) to department leadership team
• Provides training for field sales on department functions and explain how partnership can benefit the Sales department and Customer Support department.
• Functions as the Customer Service department’s primary departmental point-of-contact for internal audits and audit-related needs. Takes responsibility for audit preparation, compiling necessary documentation and information, participating in audit-related meetings, and implements auditor recommendations in partnership with department leaders. Ensures all QMS documents remain accurate and updated.
• Supports representatives as a point of contact for customer issue escalations and scheduling issues.
• Supports leads by providing tactical guidance for the management of case queues, making recommendations to guide the assignment of resources to ensure that cases
• Performs other duties as required and/or assigned

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree