Specialist Training and Coaching

Specialist Training and Coaching

• Job title
  Specialist Training and Coaching
• Function
  Sales Enablement
• Sub function
  Customer Success Management
• Category
  Analyst, Customer Success Management (P4 – E24)
• Location
  Raritan / Palm Beach Gardens / Raynham / West Chester / United States of America
• Date posted
  Sep 23 2026
• Requisition number
  R-100933
• Work pattern
  Hybrid Work

• Serve as a Customer Service Subject Matter Expert on internal and operating companies’ policies and procedures.
• Provide support for more complex customer order/inquiry-related issues.
• Conduct troubleshooting as required.
• Support business model changes and strategic initiatives.
• Represent department’s needs/concerns on applicable projects.
• Assist by answering phone calls on the employee helpline.

• Communicate relevant franchise information/updates and/or employee error notifications to Customer Service employees.
• Monitor and provide timely responses to inquiries, errors etc. received via Training and Coaching-email.
• Update applicable documentation (e.g. SOP’s, WI’s, OCP&P, training manual)·

• Monitor audio and video of phone calls and electronic transactions to ensure compliance with Customer Service standards, policies, and procedures.
• Document evaluation on scorecard and enter data into centralized database.
• Identify and/or receive notification of employee error and document the error into centralized database.
• Complete required compliance/assigned training by required due date.

• Lead and facilitate face-to-face, virtual, and computer-based Regional and Workgroup training, including new hire, individual coaching/refresher, process/system changes, and continuing education.
• Ensure all training rooms/systems are functioning properly per the standard training preparedness checklist.
• Create blended learning materials and validate content to ensure accuracy and appropriate context.
• Ensure the successful completion of all SOP’s, WI’s, and/or equivalencies for all Customer Service employees who attend training.
• Develop post-training survey to collect VOC and conduct lessons learned session with internal training team.
• Proactively identify training needs/gaps and develop action plans to address/mitigate risks.
• Complete any GXP Training Courses and Summit Certification.

• Improve individual employee/team performance via 1:1 coaching session.
• Review data to identify employees not meeting performance goals who require coaching.
• Analyze and interpret data to identify possible training gaps and recommend targeted solutions to improve individual/team/department performance.
• Prepare for coaching session by identifying areas of opportunity.
• Document summary of coaching session and provide to employee and supervisor.
• Evaluate post-coaching data to track coaching effectiveness, provide insights and action planning.

• Review data for each function performed to understand common issues, identify root cause(s) and opportunities for improvement, develop action plans to address, and measure business results post-implementation.
• Prepare and publish monthly/quarterly employee and business scorecards/dashboards for all training and coaching-related metrics.
• Identify, lead, and drive end-to-end process improvements to drive organizational and team effectiveness and efficiencies.

• Perform non-conformance investigation through data collection and report generation.
• Create and maintain controlled documentation for all processes using standardized work instructions and operating procedure templates.
• Provide SME support during internal and external audits and investigations.

• Bachelor’s degree required (Business, Operations, Analytics, Supply Chain, or related field).
• Advanced degree preferred.

• 2–4 years of relevant work experience in customer service, training, learning and development, or a related role.
• Proficiency in SAP/SFDC.
• Strong analytical and problem-solving skills. Strong communication and collaboration skills.
• Ability to manage multiple priorities in a fast paced environment.
• Strong interpersonal, verbal and written communication, and influencing skills and ability to work effectively with a diverse group of individuals is required.
• Experience with course development software and Learning Management Systems (e.g., Summit and Compliance Wire, etc.) is highly preferred.
• Demonstrated ability in developing training materials and content e.g. Quick Reference Guide, playbook etc.
• Experience delivering soft skills, systems, operational, and technical training is required.
• Intermediate proficiency in MS office applications e.g. Excel, Word, PowerPoint and SharePoint is required.
• Experience with analyzing and interpreting data, providing insights, and action planning.
• Demonstrated ability in approaching job responsibilities with a focus on process improvement, creating efficiencies and best practices.
• Demonstrated ability to work independently with minimal supervision on complex issues, serving as subject matter/technical expert within regional/work specific area is required.
• Experience with leading team projects/activities and demonstrating end-to-end thinking.
• Highly motivated, self-guided individual with demonstrated time management skills and consistent track record to handle multiple competing priorities/deadlines, ability to act with a sense of urgency, and deliver expected/exceeding results.
• Working knowledge of Process Excellence/LEAN methodology and/or certification is helpful.