Sales and Customer Service Training Manager

Sales and Customer Service Training Manager

The Role:

The Sales and Customer Service Training Manager leads all efforts to improve the skill set, mind set, and tool set for all customer service representatives (CSR’s) and sales team members. This person will partner with field sales and customer service leadership to assess training and development needs and develop a yearly learning roadmap. This role is responsible primarily for the delivery of existing customer service and sales training packages, and also the continuing improvement of these packages. They will also regularly support the Sales and Customer Engagement Department with other projects, as assigned.

The Sales and Customer Service Training Manager:

• Serves as the primary point of contact for all learning and development related initiatives for the sales and customer service organizations.
• Understands field sales and customer service objectives and accompanying training requirements.
• Provides consultative and collaborative input to leaders on training needs by visiting field sites regularly and interacting with employees and managers.
• Partners with internal groups and subject matter experts as required.
• Develops and delivers a variety of classroom, webinar, and social media training events.
• Identifies, selects, and manages any vendors engaged to develop or facilitate training materials.
• Provides training and coaching for managers and other employees on an individual, departmental, or site basis.
• Expands the use of Workday Learning for training delivery and tracking.
• Measures the effectiveness and impact of training initiatives and regularly communicates results to stakeholders.
• Remains abreast of the most recent trends withing the Learning and Development field.
• Completes training-related administrative work accurately and timely.
• Builds and maintains positive relationships throughout the company.

The ideal Leadership Development Trainer will have:

• Bachelor’s degree in a related field or equivalent work experience
• 5+ year’s experience in Sales, Customer Service and or Learning & Development with a knowledge of adult learning principles preferred
• Experience with the waste services industry is a plus
• A serving mind-set, understanding that his/her role is to help others succeed.
• Ability to work independently in a dynamic, de-centralized culture—a highly motivated, self-starter.
• Ability to connect and interact effectively with people at all levels of the organization, building trust and rapport quickly.
• Ability to listen well and provide advice or coaching appropriately.
• Passion to help others grow and fulfill their potential.
• Ability to identify training needs and assist in the development of training resources.
• Highly effective and concise verbal, written, and interpersonal communication skills.
• Proficiency in modern business technology and software necessary for training. Advanced skills in Microsoft PowerPoint, Word, webinar platforms, and video editing software preferred.
• Ability to travel up to 15% of the time within the US and Canada. Almost all travel is scheduled in advance.
• Fluency in Canadian-French or Spanish a plus.

What’s In It for You?

You will be joining a team environment and a great company known for its Servant Leadership and “work hard, play harder” culture. Competitive compensation package includes excellent benefits, including medical, dental, vision, flexible spending account, long term disability, life insurance and a 401(k) retirement plan. You’ll also be associating yourself with a company that likes to lead by example, through a strong presence in our local communities, charitable giving, sustainability initiatives and more.

Waste Connections is an Affirmative Action/Equal Opportunity Employer (Minorities/Women/Disabled/Veterans)