Sales Support Training Manager

At Crutchfield, we have a long legacy of service rooted in the principle of providing emotionally enriching experiences for both our customers and our employees.   We are committed to creating a workplace culture rooted in our basic beliefs of respect, exceeding expectations, excellence, community, and innovation.   Join us and be part of a collaborative and purpose-driven team! 

Role Purpose: The Sales Support Training Manager develops, delivers, and maintains onboarding and ongoing training programs that equip Sales Support team members with the knowledge and skills needed for success. This role supports employee development through coaching, mentoring, and continuous learning initiatives that drive performance and service excellence.

Essential Duties: 

• Develop, coordinate, and deliver comprehensive onboarding programs for new Sales Support team members, ensuring successful knowledge transfer of products, systems, processes, policies, and customer service expectations.
• Design, implement, and facilitate ongoing training initiatives for the Sales Support department and broader Contact Center, addressing skill development, process enhancements, product updates, and identified performance opportunities.
• Provide coaching, mentoring, and individualized support to new and existing team members to reinforce training concepts, improve performance, and promote long-term employee success and engagement.
• Evaluate training effectiveness through observation, feedback, performance metrics, and continuous improvement efforts, making recommendations to enhance learning outcomes and operational effectiveness.
• Respond to customer inquiries and complete customer interactions via phone and email as needed, modeling exceptional service standards and serving as a subject matter expert for the team.
• Serve as a lead resource for Order Support Specialists by providing guidance, answering questions, assisting with complex situations, and promoting adherence to departmental policies and procedures.
• Collaborate with leadership and cross-functional partners to identify training needs, support process improvements, and contribute to a positive, customer-focused culture that aligns with organizational goals and values.

Required Key Skills and Qualifications:

• High school diploma or equivalent required, with the ability and willingness to learn through on-the-job training. 
• Excellent verbal and written communication skills, with the ability to remain calm, professional, and customer-focused in all situations. 
• Strong critical thinking, troubleshooting, and problem-solving skills, with the ability to identify issues, develop solutions, and execute resolution steps effectively. 
• Working knowledge of personal computers, Microsoft Office applications, and common business software. 
• Ability to quickly learn and apply company policies, procedures, products, and systems. 
• Strong organizational skills and attention to detail. 
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism. 
• Demonstrated reliability through consistent attendance, punctuality, and adherence to work schedules.

Work Environment: 

• Work is performed in a professional office setting or remotely with regular use of computers, telephones, and other standard office technology. 

Physical Abilities:

• Sitting or Standing: Ability to sit or stand for long periods, as most call center work is performed at a desk or workstation.
• Computer Use: Extensive use of a computer for data entry, accessing customer information, and other tasks.
• Manual Dexterity: Ability to type quickly and accurately using a keyboard, as well as operate a mouse and other office equipment.
• Vision: Adequate vision to read computer screens and printed materials.
• Communication: Possess strong verbal communication skills for interacting effectively with customers, team members, and supervisors. Additionally, the ability to maintain a clear and professional voice for extended periods is essential, as the job involves continuous speaking.
• Hearing: The role requires adequate hearing to ensure clear communication in person and over the phone, with the ability to understand speech in various environments.
• Ability to Wear a Headset: The ability to wear a headset for prolonged periods to handle incoming and outgoing phone calls.
• Multitasking: Ability to manage multiple tasks simultaneously, such as handling a phone call while inputting data into a computer system.

Reasonable accommodation(s) may be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position, in accordance with applicable laws and company policy.

The hourly rate for this position is $25.00.