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Customer Service Training & Sustainability Manager - Atlanta, GA


Atlanta, GA, US, 30101

Company:  Enclosure Solutions



Job ID:  148771



Oldcastle Enclosure Solutions (OES), a CRH company, has united the Carson®, Christy®, and Synertech® brands to form the largest manufacturer of plastic, polymer, and concrete utility enclosure products serving the municipal water, irrigation, electric, communications, and transportation markets. OES has 11 manufacturing and distribution centers strategically located across the U.S. and Canada.


Job Description


The Customer Service Training & Sustainability Manager (TSM) oversees all aspects of OIE’s customer service systems and business process training development and performance sustainability. The TSM assists CS management to ensure service level standards focused on response time, issue resolution, and productivity producing high quality customer service delivery through personnel development and individual assessment and qualification.


Position Functions and Tasks


The Training & Sustainability Manager will have responsibility for developing, conducting, and sustaining systems and process training and improvement for the Oldcastle Infrastructure Enclosures’ customer service function and operations for all North American markets including C&I, Water, Irrigation, Communications, and Electric Utility.




  • Create and revise training curriculum including online training, written training manuals on job aids, as well as, skill set and job category classes
  • Establish success criteria for trainees to qualify for transition to operations, and once they have transitioned to operations, measure training effectiveness and/or identify skill gaps
  • Conduct Center of Excellence training for CSRs and develop training CSRs to assist long term
  • Coach and develop CSR trainers on a regular interval and provide feedback on performance
  • Analyze data to identify skills gaps and create/revise training curriculum to reduce or eliminate skill deficiencies
  • Team with Business Process and IT team to effectively deploy new system processes
  • Work with CS Managers and update employees of changes in policies and procedures
  • Coordinate with CS Managers on planning and scheduling all training classes and manage Training Calendar
  • Lead efforts on process improvement and management systems projects
  • Ensure sustainability of process and performance projects and champion cause for other Enclosures’ areas
  • Provide feedback on the performance and behavior of training participants on an ongoing basis
  • Utilize feedback from trainees, supervisors, and managers to revise and improve training processes


Characteristics of the Successful Candidate


  • Servant leader and passionate developer of people, ensuring individual as well as team value and success resulting in world class service offering
  • Relationship skills: fits well with all employee levels, is comfortable with rigorous give and take, communicative and collaborative style
  • Team player; effective in a matrix environment, ability to coordinate and collaborate across a broad organization to drive actions and results.
  • Experience in B2B industries with both direct served and distributor served go to market structure.
  • High initiative and drive; a self-starter who operates with speed, simplicity, and passion to succeed.




  • Bachelor’s degree in related field or equivalent experience
  • 10+ years professional experience developing and creating training content including experience with a manufacturer in a B2B distributor served go-to-market model.
  • In-depth understanding of building industry, markets, and customer requirements
  • Interpersonal, writing, presentation, and communications skills
  • Demonstrated experience working in a team environment and managing multiple projects.
  • 10+ years professional experience with ERP systems like SAP, Oracle, JD Edwards; Net Suite or Sales Force CRM preferred
  • Travel is expected to be ~20%


What CRH Americas Offers You


  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion


About CRH Americas


CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


Oldcastle Enclosure Solutions (OES), a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!


CRH Americas is an Affirmative Action and Equal Opportunity Employer.


EOE/Vet/Disability--If you want to know more, please click on this link

Date Posted:  Mar 01, 2019

Nearest Major Market: Atlanta

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