Trainer I, Customer Service
About The Position
The Trainer in AbbVie Customer Operations is responsible for designing, developing, delivering, and evaluating comprehensive training programs for frontline associates, management, and support teams within the Customer Operations environment. The role ensures the highest level of product knowledge, customer service skills, compliance, and process effectiveness. The Trainer acts as a thought partner to leadership in identifying training needs and solutions. Develops and facilitates training and ongoing education for both new hires and experienced team members, covering system usage, organizational policies, procedures, and maintaining competencies. Contributes to quality assurance by offering feedback, coaching, and collaborating with other departments and leadership to evaluate and design training that aligns with organizational goals. Frequently updates training resources to ensure compliance and relevance. Fosters a strong culture of service, adapts training approaches to various learning preferences, and conducts course evaluations to support continuous improvement.
Requirements
- Minimum of 3+ years’ experience in designing and delivering operational training, ideally within customer service in the pharmaceutical or healthcare industry.
- Proven background in high-volume, regulated customer operations settings.
- Excellent presentation, facilitation, and communication abilities.
- Proficient in assessing learning needs, measuring training effectiveness, and adapting programs as necessary.
- Collaborative and proactive, with a strong capability to manage and support change.
- Bachelor’s degree or equivalent experience in Business or related field
Responsibilities
- Develop and implement training programs for new hires in Customer Operations, utilizing classroom, virtual, and e-learning formats.
- Lead engaging and interactive training sessions, tailoring content and delivery to accommodate different audiences and learning styles.
- Evaluate the effectiveness of training through metrics, feedback, and performance analysis to identify and address improvement opportunities.
- Collaborate with business leaders and Quality Assurance teams to ensure training aligns with organizational objectives and regulatory standards.
- Stay current on AbbVie products, services, systems, compliance requirements, and industry best practices.
- Produce and update training materials, job aids, and documentation.
- Participate in continuous improvement efforts within Customer Operations.
- Assist in change-management initiatives, supporting teams through transitions in processes or systems.
- The Trainer must effectively support a single business team.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
