Customer Service Trainer
Stanley Black & Decker, Inc.
full-time
Posted on:
Location Type: Office
Location: Medellín • 🇨🇴 Colombia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Design, deliver, and continuously improve learning programs for internal teams and BPO partners to provide after-sales support
- Assess training needs and skill gaps for CSRs using data analysis, feedback, and leadership collaboration
- Develop engaging content and facilitate interactive learning sessions (virtual and in-person)
- Use blended learning methods, including microlearning, e-learning, and hands-on workshops
- Create, update, and communicate knowledge base content to ensure CSRs have accurate resources
- Collaborate with BPO training leads to align on best practices and uphold training standards
- Partner with Quality Assurance to identify trends, address performance gaps, and reinforce customer-first mindset
- Analyze training effectiveness and report insights and recommendations to stakeholders
- Act as coach and mentor to new hires and tenured agents
Requirements
- Bachelor’s degree in human resources, Education, Business Administration, Communications, or related field (or equivalent professional experience)
- Proven track record of facilitating both in-person and virtual training sessions
- Experience in customer service, BPO environments, or after-sales support
- Strong facilitation and presentation skills—comfortable leading groups both in-person and virtually
- Excellent written and verbal communication skills, with ability to simplify complex topics
- Desired knowledge of SBD products and customer service processes
- Solid understanding of instructional design principles is a plus
- Advanced English
- Collaborative mindset—skilled at building partnerships across teams and geographies
- Data-driven approach to problem-solving and performance measurement
- Flexibility and adaptability in a fast-paced, global environment
- Passion for delivering great customer experiences and helping others grow
Benefits
- Global Benefits & Perks: competitive salary plus entitlements and benefits unique to your country of hire
- Career Opportunity: career paths aren’t linear; global company with 60+ brands provides growth
- Learning & Development: access to Lean Academy and online university with certificates and specializations
- Diverse & Inclusive Culture: respect and embrace differences; fun workplace
- Purpose-Driven Company: volunteerism, giving back and sustainable business practices
- Employee entitlements and benefits unique to country of hire
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscontent developmentinstructional designmicrolearninge-learningworkshopstraining effectiveness analysiscustomer service processesfacilitationpresentation
Soft skills
collaborative mindsetcommunicationflexibilityadaptabilitycoachingmentoringproblem-solvingcustomer-first mindsetleadershipengagement
Certifications
Bachelor’s degree in human resourcesBachelor’s degree in EducationBachelor’s degree in Business AdministrationBachelor’s degree in Communications