SOLUTIONS TRAINING SPECIALIST - REMOTE

Job Summary

The Solutions Training Specialist is responsible for conducting training in a virtual instructor led environment, ensuring that all users have a thorough understanding of specific Foodbuy member facing systems and are acclimated to our best-in-class services.

Responsibilities:

• Collaborate with internal and external stakeholders and develop training plans to fit the specific needs of clients (i.e., regional clusters, new client onboarding training, client initiative training, etc.)
• Assess client training needs and manage all client training projects
• Develop and manage client training calendars
• Prepare content and moderate and/or conduct webinar trainings
• Communicate with external stakeholders; provide training registration and recap reports
• Ensure an ongoing positive experience for all members
• Create innovative and creative training materials in a variety of formats (i.e., written documentation, user manuals, PowerPoint presentations, e-learning, videos, etc.)
• Collaborate with internal marketing team as appropriate
• Maintain training industry knowledge, stay current with tools, and learn new products
• Create and maintain a library of training documents and videos for clients and suppliers
• Align with and further develop internal customer support representatives
• Provide client facing customer service case reports and manage SLAs (response times)
• Assist with troubleshooting escalated user or supplier customer support cases
• Provide reporting on outbound calls for new users and client campaigns
• Provide quality control (for new client implementations or system enhancements)
• Recommend system enhancements to improve user experience
• Develop customer satisfaction metrics and scorecards to ensure ongoing positive customer experience
• Implement tools (including training assessments) to measure to measure success and/or identify gaps
• Measure user engagement (certificates, reports, surveys, etc.)
• Implement remediation plan for low performing users / clients
• Participate in ad hoc projects

Qualifications:

• Ability to travel to client locations as needed
• Excellent communication and interpersonal skills both verbal and written
• Prior related experience with client-facing technology solutions
• Strong technical acumen, with the ability to translate complex technical concepts to non-technical audiences
• Spanish language, a plus
• Dynamic, high-energy individual with positive, can-do attitude and flexible approach in their role
• A minimum of 5+ years of training/customer service experience required (preferably within the Hospitality or related industry)
• Understanding of supply chain and procurement services; Food and non-food distribution experience a plus
• Able to clearly present information through the spoken and written word, and influence others through oral presentation
• A strong technical acumen is required including the ability to translate technical language to a non-technical audience
• Ability to build effective long-term interpersonal relationships proactively across functions both within Foodbuy and the hospitality industry, working with others towards mutually acceptable solutions
• Manage travel expenses
• Strong influencing skills—must be able to persuade people’s attitudes, behaviors, and decisions to desired results
• Proven project management experience including the ability to manage details and prioritize multiple projects in a fast-paced environment
• Intermediate knowledge of Microsoft suite of applications is required
• Bachelor’s degree: Significant related experience may be considered in lieu of formal education