Customer Facing Training Specialist (Customer Contact Center - New York, NY)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Job Description:
 
The Customer Facing Training Specialist will act as ambassador for the brand by driving organizational performance through product learnings and trainings within Nespresso’s Customer Contact Center.  In this position, you will actively build capabilities and knowledge for the customer facing populations by developing and deploying functional trainings and also through knowledge management platforms. This is a hybrid-based role that will be located at Nespresso’s Corporate Office in New York City, New York (Manhattan). This is not a remote-based opportunity. 
 

Responsibilities: 
 

Training Development and Deployment
 

•    Contribute to and facilitate functional trainings taking into account the local requirements and constraints of the business.
•    Coordinate, deliver and facilitate both global corporate standard modules and local trainings based on the established training plan (new hires, service & sales, procedures and functional/product trainings).
•    Work closely with the Learning & Development  for additional trainings. 
•    Provide continuous direct training to new hires ensuring operational efficiency through the distribution of tasks, management of daily processing routines, ensuring all system access is operational, communication and/or handling of any escalated scenarios.
 

Planning and Organization 
 

•    Manage all logistics (venues, materials etc.,) and coordination of training, including communication with key stakeholders in the business and participants.
•    Manage local adaptation (if required) of training materials.
 

Administration & General Operations
 

•    Act as the primary Customer Contact Center-based liaison for Customer Service Representatives and Nespresso’s Coffee Club Management for inquiries, training and coaching needs. 
•    Develop, maintain and prepare all procedures; quick reference guides, email templates, spot-checking spreadsheet, promotion templates and internal memos.
•    Ensure real time document updates across all databases and/or communication platforms (ShareClub, Meridian, and NesConnect).
•    Perform additional training-related duties, tasks or special projects as assigned by the Customer Facing Training Manager. 
 

Requirements: 
 

•    High School Diploma or GED required; Bachelor’s degree in Business Administration or in a related field preferred. 
•    2+ years of Training & Development experience required, preferably within a Customer Contact/Call Center environment.  
•    Demonstrated proficiency in MS Office (Word/Excel/PowerPoint/Outlook) required. 
•    Must have excellent communication (oral and written) presentation, facilitation and organizational skills. 
•    Must possess strong stakeholder management skills (ability to work with and build cross-functional stakeholder relationships). 
•    Ability to work under pressure to meet tight deadlines with minimal supervision. 
•    Must have a positive, upbeat personality and attitude and must be results-driven. 
•    Must be analytical and possess strong attention to detail. 
•    Current or prior experience utilizing and managing a knowledge management platform system is highly desired. 
•    Knowledge of Nespresso products, processes and procedures a plus. 
•    Willing and able to travel up to 30% based on the needs of the team and the business. 
 

The approximate pay range for this position is $70,000 to $85,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.
 
Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.  Incentives and/or benefit