Consumer Experience Trainer at Samsonite LLC in Jacksonville, Florida

Job Description:

Overview
This is an incredibly exciting time to join Samsonite and our House of Brands. We are bringing e-commerce support in-house for the first time. As the Consumer Experience Trainer, you will play a critical role in the development and success of the department. We are looking for a candidate that will partner with our passionate and incredibly talented team to build a \u201cWorld Class\u201d consumer experience. Responsibilities

• Aid leadership with building training materials for systems, product, and processes.


• Facilitate training classes for new hires and reoccurring classes, as necessary.


• Create regular reporting to track metrics and trends.


• Manage the quality control of agent correspondence and provide one-on-one coaching for areas of opportunity.


• Handling direct correspondence with consumers for escalated situations. Using a combination of policies and problem-solving skills to deescalate and resolve the contact issue.


• Provide incoming volume support as needed based on volume in all channels: phone, email, chat, SMS


• Thinking creatively about the employee experience and understanding how to properly motivate and develop team members for maximum retention in partnership with team managers.


• Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.


• 
  Audit compliance requirements of PII, CCPA, cash application, audit controls and data security.

  Note: **Nothing in the job description restricts management\u2019s right to assign or reassign duties and responsibilities to this job at any time. Qualifications
  Minimum Requirements

  
  
  
  
  • Bachelor\u2019s degree
  
  
  • 3+ years of agent training, product training, and quality control coaching within an e-commerce support environment
  
  
  • Must have excellent communication and presentation skills \u2013 written and oral. As well as the ability to structure the message and tone to different audience types.
  
  
  • Excellent interpersonal skills, with the ability to interact effectively with a wide variety of personalities to creatively solve problems, guide, and influence change.
  
  
  • Be a highly motivated self-starter who is results-oriented, resourceful, adaptable, creative, and excellent at managing details independently.
  
  
  • Ability to help on multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
  
  
  • 
    Strong computer literacy and software experience

    Preferred Skills and Industry Experience

    
    
    • Experience in updating processes, monitoring sales goals for agents, and testing system upgrades.
    
    
    • Consumer goods experience within a call center environment
    
    
    • CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke
    
    
    • Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint
    
    
    • Various Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting.
    
    
    • Bi-lingual in Spanish or French (not required)

      Other Requirements
      Domestic travel 10%