Customer Service Technical and Systems Training Specialist

Location US-CA-Thousand Oaks
Posted Date 3 months ago(12/1/2017 7:00 PM)
Req #
# Positions
Customer Service/Support (US) - Customer Service


The Training and Development Manager will be responsible for delivering training on the Customer Service and Fulfillment systems, business procedures and policies, and for the reinforcement of these procedures and policies. Employees in this position will be expected to provide user support and data entry monitoring and reporting for SAGE’s global fulfillment system across the Customer Service and Fulfillment teams.

Essential Job Functions & Responsibilities

  • Evaluate needs of the Customer Service and Fuflillment staff and develop, implement, maintain and monitor training programs for SAGE’s global author-to-reader (a2r) fulfillment system and related applications.


  • Train the customer service staff on customer interactions including but not limited to email and phone calling etiquette and receiving and processing phone transactions.


  • Deploy a wide variety of training methods (e.g. classroom, 1 on 1, Online, Video) targeted to the specific level of system knowledge needed within each department.


  • Conduct effective onboarding and orientation sessions.


  • Develop and maintain skillset of the users and utilize certification program to ensure all fulfillment system end-users are fully proficient in the use of the system.


  • Create and maintain training materials and user training documentation (manual, user guides, and job aides) and keep them current.


  • Based upon user feedback and proactive engagement, identify and develop system and workflow improvement opportunities.


  • Responsible for the development and maintenance of overall departmental documentation.


  • Build solid cross functional relationships.


  • Responsible to communicate/translate system releases to the user community for thorough understanding.


  • Collaborate with department managers to incorporate business practices/policies with use of a2r.


  • Other duties as assigned.

  • System Support



  • Provide ongoing system support for all users of the A2R fulfillment system.



  • Collaborate with IT on system issues, recurring training issues, potential enhancements, how to handle new processes, etc.


  • Communicate system enhancement changes to the users



Data Entry Monitoring 

  • Monitor data entry, ensuring that end-users are adhering to rules for data entry as defined in global standards.
  • Partner with customer service and fulfilment managers to develop metrics to monitor quality of data entry.
  • Develop and deliver data quality scorecard measuring employee performance against data entry standards.




Qualifications & Education

    • 4-year degree in Business, Information Systems, Organizational Leadership, or related field
    • 3-5 years experience developing training content, delivering training and providing user support for a CRM, ERP or order fulfillment system
    • Strong functional understanding of operational business processes (customer service, finance)
    • Strong knowledge of Microsoft Office tools (Word, Excel, Powerpoint)


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