Sr. Training Specialist

Talent Acquisition Team•Indianapolis, IN

1d•Onsite

About The Position

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com. Reporting to the Customer Service Manager, you will be responsible to ensure that the team members in the Customer Service (CS) team have the skills, knowledge, and behaviors to deliver top class customer support for our customers. The learning process must be ongoing, and a trainer’s responsibility is to maintain it at the highest possible level by choosing the most appropriate learning methodology for the situation and learners.

Requirements

Demonstrated experience facilitating instructor-led and/or virtual training.
Experience developing training materials, curricula, job aids, and instructional resources.
Strong understanding of adult learning principles and instructional design methodologies.
Excellent verbal, written, presentation, and interpersonal communication skills.
Strong organizational and project management skills.
Ability to translate complex information into clear, easy-to-understand learning content.
Strong problem-solving and analytical skills.
Proficiency with Microsoft Office or similar productivity and presentation tools.
Ability to work independently while effectively collaborating with cross-functional teams.
Ability to assess training effectiveness and determine the impact of training on Create lasting partnerships internally, and with our customers.
Four-year college degree – BA or BS required
3+ years of experience in customer service, training, learning and development, or a related field.

Responsibilities

Design and develop engaging training programs, learning materials, facilitator guides, job aids, assessments, and other instructional resources.
Analyze business processes, performance gaps, customer feedback, and operational changes to identify training needs.
Translate complex processes, procedures, and system functionality into clear, practical learning content.
Develop new-hire onboarding and ongoing professional development curricula.
Maintain and update training content to reflect changes in policies, procedures, systems, products, and customer service expectations.
Apply adult learning principles and instructional design best practices to training development.
Incorporate hands-on exercises, scenarios, role-playing, knowledge checks, and other interactive learning techniques.
Liaison with CS management and CS operations to deliver a new hire Customer Service training schedule that meets the business' requirements and adjusts it where appropriate if business requirements change.
Facilitate engaging instructor-led, virtual, and blended learning sessions for new hires and existing employees.
Create an inclusive learning environment that encourages participation, questions, collaboration, and knowledge retention.
Deliver training on customer service processes, systems, order entry, problem resolution, communication, and department-specific procedures.