Training Specialist

About DAT

DATis an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, and Bangalore, India. For additional information, see.

Application deadline: 4/1/2024

The Opportunity

DAT is looking for a Training Specialist to join our Customer Supportteam in Beaverton, OR.

Candidate profile

The DAT Training Specialist pushes the bounds of learning design and delivers cutting edge, best in class learning experiences for DAT employees and customers. Trainers play a critical role in onboarding our new employees and helping them make a smooth transition into customer service and support. At the same time, there are opportunities to educate and train customers on DAT products and services. Furthermore, our trainers deliver ongoing training related to new products, new technology , soft skills and process changes.

Duties include analyzing training needs, managing trainees, designing training curriculum and launching it through various delivery methods (online and in-person). Strong collaborative relationships with customer facing managers, subject matter experts (industry), and product teams are required to consistently deliver up-to-date, high quality curriculum that meets DAT brand experience standards, including but not limited to look, feel, and voice.

The customer support training specialist will report on training progress and evaluate program effectiveness enabling customer support associates to provide effective, best in class service.

The Training Specialist demonstrates strong leadership, problem-solving, networking and communications skills, and is an excellent teacher/public speaker.

What You'll Do

• Facilitating new hire and continuous education training across multiple departments.
• Conducting needs assessments with stakeholders and developing effective strategies, delivery methods, training materials, and curriculum that drives an exceptional customer experience.
• Connects key learning to business priorities and desired outcomes.
• Delivers instructor led training using a variety of learning methodologies, media, and materials. Strong focus on hands-on practice is required to effectively evaluate skills.
• Evaluates training effectiveness and strives for continuous improvement
• Identifies appropriate learning solutions for internal and external customers.
• Builds effective working relationships with trainees to gain trust and respect
• Coaches, mentors, and provide effective feedback to trainees through the process
• Create coaching plans to address process or other training issues
• Partner with company experts to keep industry and product training up to date
• Develop company knowledgebase by adding new information based on agent questions and updating based on changes in the business.
• Keep skills up and materials current by helping the frontline with inbound calls, emails, and chats. This might be ad hoc when volume is high or planned time.
• Design, develop and publish customer facing training materials in the form of videos, webinars and knowledgebase materials.

The Skills and Experience You'll Bring

• Bachelor's Degree from a 4-year College or University OR 3-5 years of related experience and/or training or equivalent combination of education and experience
• Experience in Instructional Design or a related field.
• Experience translating technical or troubleshooting concepts into online learning narratives and instructor led curriculums; write concise copy and optimize text for digital learning.
• Experience in designing, developing and delivering web-based, remote and in-person training courses
• Knowledge of e-learning and/or video capture technology
• Good public speaker
• Excellent communication skills (written and verbal), facilitation, persuasion, and leadership
• Ability to effectively speak to and deliver training to large groups of customers
• Ability to collaborate across departments and teams
• Experience creating and publishing customer facing training videos

Bonus Skills and Experience

• Experience in adult learning theory and how it is put into practice in corporate learning with the ability to do full learning needs analysis.
• Experience facilitating ILT classes and working in train the trainer and onboarding programs.
• Experience working on cross-functional projects with a track record of delivery and impact at scale in organizations.
• Experience with Learning Management System infrastructure, producing content/assessment questions and performing administrative tasks and data reports.
• Able to manage multiple projects simultaneously and work under ambitious timeframes in a fast paced, high-pressure environment.
• Excellent communication skills, able to explain complex ideas concisely both in verbal and written presentations.
• Experience with Salesforce CRM a plus

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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