Customer Service Trainer

About The Role:

Specific Responsibilities:

Skills & Competencies:

Education/Experience:

Drive Continuous Skill Development. Regularly assess training needs and skill gaps for customer service reps (CSRs) through data analysis, feedback, and collaboration with leadership.  

Design, deliver, and iterate training programs that boost both technical and soft skills. 

Own the Learning Experience. Develop engaging content and facilitate interactive learning sessions (virtual and in-person) tailored for diverse audiences, BPOs and FTEs alike. Use blended learning methods, including microlearning, e-learning, and hands-on workshops. 

Proactively refresh training materials to keep content relevant and engaging. 

Promote a culture of learning. Act as a coach and mentor to new hires and tenured agents alike. Champion Knowledge Management. Support the knowledge base management system by creating, updating, and communicating key information. Ensure CSRs have timely, accurate resources at their fingertips to resolve customer issues efficiently. 

Partner with BPO Training Teams. Collaborate with external BPO training leads to align on best practices, share resources, and uphold high-quality training standards across all B2C operation. 

Collaborate with Quality Assurance (QA). Team up with QA to identify trends, address performance gaps, and reinforce a customer-first mindset throughout all training touchpoints. 

Measure and report Impact. Analyze training effectiveness through surveys, assessments, and performance metrics. Share actionable insights and recommendations with stakeholders to drive continuous improvement. 

Strong facilitation and presentation skills—comfortable leading groups both in-person and virtually. 

Excellent written and verbal communication skills, with an ability to simplify complex topics. 

Experience designing and delivering training programs in a customer service or BPO environment. 

Desired knowledge of SBD’ products and customer service processes—able to translate this expertise into effective, real-world training. 

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. 

Bachelor’s degree in human resources, Education, Business Administration, Communications, or a 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 is highly valued. 

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

• Global Benefits & Perks
• You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

• Diverse & Inclusive Culture:
• We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.
• Purpose-Driven Company:
• You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.