Customer Service Trainer

Customer Service Trainer

The Customer Service Trainer plays a fundamental role in empowering both our internal teams and BPO partners to deliver exceptional post-sales support. Through the design, delivery, and continuous improvement of impactful learning programs, the CS Trainer ensures that our teams possess the necessary skills and knowledge to exceed customer expectations. As a trusted expert, you will identify and address knowledge and skill gaps, promote a customer-focused mindset, and contribute to a culture of satisfaction and loyalty that differentiates our service.

Specific Responsibilities:

• Promote Continuous Skills Development: Regularly assess the training needs and skill gaps of customer service representatives through data analysis, feedback, and collaboration with leadership.
• Design, Deliver, and Improve Training Programs: Develop both technical and behavioral skills.
• Be Responsible for the Learning Experience: Develop engaging content and facilitate interactive learning sessions (virtual and in-person) tailored for different audiences, including BPOs and in-house employees. Utilize blended learning methods, such as microlearning, e-learning, and hands-on workshops.
• Update Training Materials Proactively: Keep the content relevant and engaging.
• Promote a Learning Culture: Act as a coach and mentor for both new hires and experienced agents.
• Promote Knowledge Management: Support the knowledge base management system by creating, updating, and communicating essential information. Ensure that CSRs have accurate and up-to-date resources to resolve customer inquiries quickly.
• Partner with BPO Training Teams: Collaborate with external BPO training leaders to align best practices, share resources, and maintain high training standards across all B2C operations.
• Collaborate with Quality Assurance (QA): Work together with QA to identify trends, correct performance gaps, and reinforce the customer-focused mindset in all training touchpoints.
• Measure and Report Impact: Analyze the effectiveness of training through surveys, evaluations, and performance metrics. Share insights and actionable recommendations with stakeholders to drive continuous improvement.

Skills and Competencies:

• Strong facilitation and presentation skills—comfortable leading groups both in-person and virtually.
• Excellent written and verbal communication, with the ability to simplify complex topics.
• Experience in designing and delivering training programs in customer service or BPO environments.
• Desirable knowledge of SBD’s customer service products and processes—able to translate this expertise into practical and effective trainings.
• Solid understanding of instructional design principles is a plus.
• Advanced Portuguese.
• Collaborative profile—ability to build partnerships across teams and geographies.
• Data-driven approach to problem-solving and performance measurement.
• Flexibility and adaptability in a global and dynamic environment.
• Passion for providing excellent customer experiences and helping others develop.

Education/Experience:

• Bachelor’s degree in Human Resources, Education, Business Administration, Communication, or related fields (or equivalent professional experience).
• Proven track record of facilitating both in-person and virtual training sessions.
• Experience in customer service, BPO environments, or post-sales support is highly valued.

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.

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 and 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.