Customer Support DULUTH, Georgia


Position at Genuine Parts Company


  • Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies
  • Develop standard operating procedures, training manuals, and other educational materials
  • Responsible for developing, coordinating, and delivering Orientation program for new hires
  • Partner with Management to provide solutions around employee development, performance, and continued learning
  • Follows up on trainings and coaches/counsels participants and their management to transfer skills back to the job
  • Conducts one-on-one and small group training to refresh skills and techniques
  • Maintain and update the ProMapp database for thorough gathering content from various functional areas within Shared Services
  • Work with CSRs and Supervisors to identify gaps in knowledge base content
  • Design and deliver trainings. Present information using a variety of instructional delivery methods including classroom settings and e-Learnings
  • Develop and maintain training programs and job aids to facilitate learning and performance
  • Support the full learning cycle model including post-program follow-up to refresh/reinforce
  • Deliver Train-the-Trainer programs to leverage internal resources and super users
  • Administer skills assessments and evaluations of trainees and provides feedback to employee’s Manager
  • Work with Change Manager to conduct needs assessments and post-learning evaluation to understand successes and improvement opportunities
  • Meets with Management to determine department and individual needs and creates and executes work plans to meet established objectives
  • Research and provide innovative professional development solutions to promote employee learning and growth
  • Assist with continuous process improvement activities
  • Assist with QA activities


  • 2-5 years of Training experience
  • Excellent interpersonal and communication skills
  • Experience in customer service, preferably in retail or call center environments
  • Ability to design, develop, implement, and evaluate training plans, curriculum, and methodology
  • Ability to determine training objectives, knowledge of training and development practices and methods
  • Experience working with LMS or other eLearning system, video editing (Camtasia), or authoring tools (Captivate, Articulate, etc) required
  • Ability to facilitate and conduct instructor-led or virtual training
  • Ability to provide clear and concise feedback
  • Professional written and verbal communication skills including group facilitation, influencing and persuading others
  • Experience working with a case management tool (ServiceNow preferred)
  • Prior continuous process improvement experience
  • General accounting knowledge preferred
  • Must have a high level of personal initiative and ability to function autonomously; strong sense of urgency, self-confidence, and comfort with new and rapidly changing situations and environments

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.