Since 1922, Shorr Packaging Corporation has been providing its customers with products and services designed to deliver the best packaging solutions with an ongoing focus on innovation and progress. In 1984 we became an employee-owned company which drives a culture of support, collaboration, and a drive to win. Every employee-owner across the country is committed to Shorr’s success by offering our customers a unique combination of in-depth business knowledge and personal service. Our significant year over year growth can be directly tied to our focus on unparalleled customer service and support.

The solution to our success is our people, both our customers and our employee owners.
The Training Specialist is responsible for continuously assessing departmental training needs, designing instructor-led, virtual instructor-led and/or eLearning solutions, and facilitating training to develop employee-owners in our Customer Support department.
This individual educates our team members on company systems and job-specific curriculum to create consistency and unity across the nine divisions of our organization. While this individual does not have direct reports, the training specialist is considered a leader within the organization and must work cross-functionally to design, develop, and deliver effective training solutions.
Responsibilities

Instructional Design and Development:

• Continuously assess departmental training needs
• Complete task analyses
• Create design documents and/or storyboards
• Partner with SMEs to design/develop a sustainable training program for newly hired Customer Support Associates and Customer Support Specialists
• Partner with subject matter experts (SMEs) to develop technical (IT applications) as well as job-specific non-technical (skills/process) content, including instructor/participant guides, job aids, quick reference guides, PowerPoint presentations, etc. (using existing departmental templates)
• Evaluate the effectiveness/impact of all training solutions
• Continuously update and improve training solutions based upon feedback from evaluations

Training Facilitation:

• Conduct job-specific training to effectively onboard new hires within our Customer Support department, including technical (systems, reporting) and non-technical process-related education
• Facilitate additional Customer Support training by request from business leaders

Administrative:

• Participate in meetings, as needed
• Ensure accurate training records are maintained in the organization’s learning management system
• Upload certifications to the organization’s learning management system
• Ensure the department is current on compliance training
• Provide accurate training reports to leaders within the organization upon request
• Coordinate training schedules with department managers and Director of Customer/Sales Support for both new and existing team members, taking organizational needs into consideration

Process Improvement:

• Make suggestions to improve standard operating procedures and efficiencies within the department

• Bachelor’s degree or equivalent experience
• 3 - 5 years of related experience
• Up to 20% travel throughout the US
• Aptitude and willingness to learn organizational systems and other applications used daily within our customer support department.
• Strong facilitation skills in both group and individual settings, establishing credibility as a facilitator and creating a positive learning environment.
• Ability to apply adult learning principles and incorporate into curriculum design and development.
• Strong proficiency with Microsoft Office 365 (Teams, Outlook, PowerPoint and Word) and eLearning authorware (such as Adobe Captivate, Articulate Rise, and/or Articulate Storyline)
• Prior experience using a learning management system (preferred)
• Prior customer support experience (preferred)
• Prior experience training and supporting new hires within customer service and/or sales support (preferred)
• Experience using Sxe or other ERP-equivalent systems (preferred)
• Experience using Salesforce (preferred)