Customer Service Department Trainer

Summary: 

Provide a high level of service to the corporate clients through order management and complaint resolution while maintaining acceptable service levels; along with facilitating training and education of new hires and current employees within the Customer Service Department.

The Customer Service Trainer must understand the customers’ needs and applicable corporate policies in order to create solutions that meets or exceeds customer expectations

Responsibilities: 

• Conducts Customer Service training classes by presenting job-specific, company-specific, and various training methods/ programs; provides instruction, guidance, and resources.
• Develop and maintain criteria to measure and track employee performance against service level expectations.
• Perform needs assessments to ensure current processes are aligned with Customer Service strategy; initiates and follows through with relevant actions.
• Responsible for creating and maintaining department training manual by identifying and describing information needs, applying instructional design, principals and techniques. · Conduct training needs assessment of the department for new employees, regarding document information on systems, procedures, functions and task.
• Attends Customer Service educational workshops; reviews professional and technical publications; establishes personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Contributes to CSR success by welcoming related, different, and new requests; helping others accomplish job results.
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts.
• Provide quality service to key accounts in a variety of areas including, but not limited to: placing orders, and handling returns request, managing customer inventory, customer correspondence.
• Utilizes information systems to analyze and assess customer needs.
• May be required to perform other duties as requested, directed or assigned.

  Education, Qualifications, & Requirements:

• Bachelor’s Degree or equivalent work experience.
• 3+ years of experience in Customer Service; preferably in a manufacturing environment.
• 1+ years of experience in training discipline.
• Experience in plastics or packaging industry a plus. 

Who We Are:

Pretium Packaging is a leading full-service designer and manufacturer of rigid packaging solutions for specialized applications with small to mid-sized production volumes. Pretium offers a variety of creative packaging solutions with consistency, quality, and cost-effectiveness in mind. We listen and then apply our expertise in the form of market insights, the latest bottle and closure technology, supreme quality management and outstanding Customer Service. Our customers know they can always count on Pretium to provide the kind of innovative packaging solutions that will enhance their products’ brand identity.

Our production facilities use the latest software, automation and quality assurance protocols to deliver creative, cost-effective and reliable products to our customers. From prototype development through production scale-up to consistent on-time delivery, we strive to exceed expectations at every turn. For our customers’ convenience, we maintain a deep inventory of popular molds and a wide selection of everyday stock container options that can significantly cut down on lead time to market.

At Pretium Packaging, we are committed to providing equal employment opportunities to all qualified individuals, regardless of their race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable law. We believe in creating a diverse and inclusive work environment that fosters innovation, creativity, and collaboration.

Our dedication to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, and training. We welcome individuals from all backgrounds to join our team and contribute to our mission of delivering high-quality plastic solutions while promoting diversity, equity, and inclusion in the workplace.