Customer Service Training Coordinator

Who We Are:

Kontoor Brands is a portfolio of three of the world’s most iconic lifestyle, outdoor and workwear brands: Wrangler®, Lee® and Helly Hansen®. Kontoor Brands is a purpose-led organization focused on leveraging its global platform, strategic sourcing model and best-in-class supply chain to drive brand growth and deliver long- term value for its stakeholders.

Job Posting:

Customer Service Training Coordinator

Job Description Summary

The Customer Service Training Coordinator is responsible for successfully training a dynamic group of employees in the Customer Service Department.  They will provide support to the department by documenting processes, organize information in a central location, facilitate engaging training, maintain up to date records and training schedule.  This person must be a strong communicator to collaborate with the leadership team, including both the SME’s and the managers, across the department to prioritize training projects and assess needs.  The Customer Service Training Coordinator will participate in analyzing performance trends, evaluate training methods, partner with resources outside of the department to ensure delivery of quality training programs.  Continual development and promotion of employees on all teams resulting in driving the business forward, contributing to creating an engaged workforce, and ensuring all internal and external customers have positive experiences.   

Key Responsibilities

• Leads, organizes, facilitates, and implements all aspects of the training programs for the Customer Service Department
• Responsible for administering / overseeing the day-to-day logistics of all scheduled training courses: Including preparation of all training materials, scheduling training sessions, reporting attendance of training sessions
• Develops and manages training content with manager and/or SME’s input and sign off
• Monitors the effectiveness of training sessions by delivering session completion tests, reporting on performance KPIs, and documents ongoing KPI’s.  Points out opportunities for continuous training where necessary based off of KPI management
• Collects feedback on training sessions from attendees to use for future improvements to training content and presentation materials
• Executes a variety of training methods: Classroom, eLearning, Roleplaying, Gamification, Shadowing, Microlearning, etc.
• Develop/Maintain Customer Service annual training calendar by team
• Develop/Maintain Training Manuals, SOP’s of processes, knowledge articles by team
• Collaborate with Customer Service leaders in the development of new training programs to increase workforce efficiency and ensure compliance with workplace procedures

Ideal Candidate Possesses These Attributes:

• 2-4-year College Degree preferred
• 2+ years of customer service experience preferred
• Must be proficient in Microsoft Office Suite
• Superior oral and written communication skills
• Ability to exercise independent discretion and judgment
• Demonstrates leadership, organizational, and project management skills
• Ability to clearly articulate goals and responsibilities to promote department goals
• Analyzes information skillfully
• Quality Management, SAP and Sales Force knowledge a plus

Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle. Our benefits are crafted with the same care as our products.

When our employees are healthy, secure, and well, they bring their best selves to work. Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family’s needs – now and in the future. We offer resources to support your physical, emotional, social, and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays, and Tuition Reimbursement.

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.