Training Specialist

We are seeking a Training Specialist who will play a role in enhancing the training of the Customer Service Specialists. This position will involve designing and delivering training programs that improve the skills and competencies of our team members.

A Day in the Life of...

Training:

• Deliver training on essential skills and knowledge required for customer-facing roles, ensuring all team members meet minimum competency standards. Conduct impersonation activities to help employees develop interpersonal skills, including negotiation, teamwork, and conflict management.
• Proactively identify personal performance and knowledge gaps and take ownership of a development plan to address these areas. Engage in ongoing learning to stay updated with new knowledge and skills relevant to the role.
• Skillfully manage challenging conversations and objections, providing valuable solutions to Customer Service Specialists and Team Leaders. Utilize learned techniques such as objection handling, active listening, and open questioning.
• Act as an ambassador for the client brand, possessing specialized knowledge of its products, services, and sustainability commitments. Continuously enhance personal expertise in coffee, related products and processes.
• Work closely with Team Leaders and Managers to promote on-the-job training initiatives, particularly in handling difficult customer cases. Organize training courses to prepare employees for career advancement opportunities.

What Will Make You Successful

• Bachelor Degree in any related field
• 1-2 years of experience as a Customer Service Trainer or similar role
• Certifications in methodologies (Six Sigma, Lean, PDCA, etc.) is an asset
• Premium brands expertise is an Asset
• Analytics skills & clear communication skills (including telephone, written label)
• Coaching training and/or previous experience
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)
• Fluent in English
• Strong work ethic and respectfulness required
• Labor legislation knowledge is required