Goldstar Trainer-Coach

Job Title:  Goldstar Trainer - Coach

Location: Montego Bay

Reporting to: Learning and Development Supervisor & Assistant Global Training Manager

Overview of Role:

As a Goldstar Trainer, your purpose will be to work with the service teams to create consistency in our service model resulting in a great customer experience.  You will assume responsibility for organizing, conducting, and evaluating professional trainings with a focus on our products and processes primarily for the North America Customer Care team. You will need to build a digital SOP guide and Conduct training in all relevant processes and programs including Order and Art in Oracle, order entry app, 247 dashboards and Salesforce. 

Primary responsibilities

• Conduct a review of all Customer Care processes and document them digitally.
• Prepare and conduct professional trainings with focus on Goldstar products and processes.
• Update existing training material following updates to our processes.
• Participate with Sales, Marketing, Service initiatives and incorporate new products, decoration, art templates etc into training criteria.
• Support and encourage self-directed learning.
• Understands and can communicate the company’s strategies to both Specialists and Supervisors.
• Compile and maintain ongoing continuous improvement Coaching.
• Creates post-training reports (pre-defined or ad hoc) and supports supervisors in the execution of the Specialists development plan.
• Assist in building Customer Care KPI’s relevant to our company processes and Customer Care agent expectations.  This to be done in coordination with the Goldstar Management team and BI HUB.
• Plan and prepare training interventions based on needs analysis.
• Identifies skill or knowledge based trends that drives performance issues that are isolated to specific team or groups of Specialists.

Required skills and knowledge:

• Profound knowledge of Goldstar products and processes Strong skills in communication, presentation and moderation.
• Profound experience in customer service; Experience as a trainer or coach would be a plus
• Goal-oriented, structured, and independent working style

• Experience in coaching and training individuals or groups would be an asset.
• A Detail Oriented approach to building process guide rails while allowing for performance flexibility.
• Highly goal oriented and results driven to ensure meeting department goals
• Have an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages
• Customer sales and service training experience
• Excellent written and verbal communication skills
• Self-motivation as well as the ability to work in a team environment.
• Strong organizational and multitasking skills
• Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment.
• Strong experience in the different adult learning styles and training techniques.

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

Pay scales are determined by role, level, location and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. Our recruiters can share more information about our bonus program, benefits and equity during the hiring process. This job is also eligible for bonus/incentive pay.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​