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Job SummaryDevelop and deliver training to Customer Service Representatives located in numerous VWR sites. Partners with NA Lead Trainer in developing, creating and communicating training to all NA Customer Service trainers, Catalyst Trainer and associates within the Call Center. Identifies areas of improvement that support reduction in errors and improvement in overall Customer Service productivity in support of overall goals.
+ Assists with testing new system changes and processes.
+ Conducts train the trainer calls/WebEx with all customer care trainers throughout NA and the Coimbatore Service Center on any new processes and system changes.
+ Works closely with NA Lead Trainer to review and develop specific training for processes and (specific business i.e. SciEd) locations.
+ Provides new hire and ongoing skills training to Customer Service team.
+ Assist with maintaining manuals, SOPs, leader guides, participant guides, lesson and training plans for the new hire class or ongoing skill set training.
+ Delivers training; coaches and develops associates as needed.
+ Develops on-demand training resources.
+ Creates assessments that will monitor the skill development of the associates.
+ Utilizes assessments to assess and appraise associates skill gaps.
+ Assesses and scores each associate in the Customer Service centers by using the Calabrio Quality Monitoring software.
+ Supervision of associates or special projects as business needs require.
+ Performs other duties as assigned
QUALIFICATIONS (Education/Training, Experience and Certifications)
+ Bachelor?s degree from an accredited college/university or applicable work experience
+ 3-5+ years experience in training and/or VWR systems
+ Prior customer service experience; supervisory experience a plus
+ Experience in call center environment, preferably supervision of others
+ Presentation skills/training experience
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
+ Knowledge of VWR systems, processes and company resources
+ Strong interpersonal and communication skills
+ Ability to lead and coordinate training/development activities
+ Ability to influence teams that are not direct reports
+ Ability to collaborate with Sales, Customer and others throughout the organization to improve processes and results
+ Ability to analyze problems/data and make sound decisions
+ Must be proficient in Microsoft Office suites- Excel, PowerPoint
+ Ability to travel up to 30%
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Travel to VWR sites ? up to 30%.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
DISCLAIMER:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.Avantor is proud to be an equal opportunity employer.
EEO Statement
Avantor companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
This site is governed solely by applicable U.S. laws and governmental regulations. Use of this site constitutes your consent to application of such laws and regulations and our Privacy Policy.
Avantor? is a leading global provider of integrated, tailored solutions for the life sciences and advanced technology industries. Strengthened by the recent acquisition of VWR, the Company is a trusted partner to customers and suppliers from discovery to delivery. With operations in more than 30 countries and a diverse portfolio that includes more than four million products, Avantor enables customer success through innovation, cGMP manufacturing and comprehensive service offerings. Collectively, we set science in motion to create a better world.
Learn more at www.avantorinc.com and www.settingscienceinmotion.com.

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